Photo Joe Allison, courtesy Getty Images Who is your biggest competitor? The obvious answer is another business selling the same product or service. But for many small businesses, the real competition is harder to spot. It might be a cheaper option, a national brand, a DIY fix, or a customer deciding to do nothing at […]
Category Archives: CUSTOMER EXPERIENCE
18
Sep
Sep
When you’re managing multiple customers, fixed contracts, urgent requests, and competing employer expectations, it can be hard to make every person feel like they matter. But the answer is not always to respond faster, work longer, or treat every message as an emergency. The real key is consistency. Customers feel valued when they know what […]
19
Jul
Jul
Have you ever wondered why a customer walks past three other businesses just to get to yours? It is rarely just about price. In a crowded market, people do not just buy what you do; they buy how you make them feel and the unique way you solve their problems. If your customers understand what […]
13
Feb
Feb
In every market, businesses fall into the same trap: believing the quickest way to win customers is by lowering prices. But competing on price is a race to the bottom—one where margins shrink, quality erodes, and the value that once made a business compelling slowly disappears. The companies that thrive aren’t the cheapest; they’re the […]
10
Nov
Nov
As new communication platforms enter the market the lines between what is acceptable are becoming blurred. (Phone, Email, SMS, Messenger, LinkedIn, WhatsApp, Zoom, Teams, Skype etc). As younger people join the work force and find positions of authority the rules as we think we know it, become blurred also. How do we deal with this […]
27
Jun
Jun
Customer relationships can be tricky to manoeuvre. You can do your best to deliver an amazing experience, but that doesn’t always mean they will refer you to a friend. When people refer you we call them Brand Ambassadors, as they are essentially your best sales team. Great delivery is just the start, but you do […]
27
May
May
A customer buying journey is just the professional way of saying these are the steps my customers take before they buy. When you understand the steps they take you will have a roadmap for how you can be there in the right place, with the right tools, to help them make the right decision – […]
25
Apr
Apr
As we go along in our business day to day, do we ever stop and wonder how our clients or customers really view or perceive what our business is about – and are we telling the right story? Customers view our business through more than words and pictures. When we’re telling our story we need […]
31
Mar
Mar
Unless you commit a healthy advertising budget, a website is not much more than a brochure sitting on a desk unless it has the right keywords and SEO so people can find it through searching easily. Then when people do find it the speed it displays and the way it performs all affect the user […]
07
Mar
Mar
The cost of living and running a business is rising. Banks and utilities are increasing their prices all the time. The unfortunate reality is we may need to follow if we want to remain in business. This isn’t easy for many people, so here are some tips for what to think about. 1. Stay competitive […]
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