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In your quest to grow your business, you are, no doubt, looking to develop conversations with new contacts. You might have bought some data, and we’re confident you will have a marketing process started! But what about your existing customers? Do you have a process for marketing to them? And, even more important, what do you… Read More
If you read this blog regularly you will know customer experience is a huge deal for us. I make no apologies for being fanatical about great customer service. I see giving customers and prospects a great experience is integral to great marketing. The trouble is we are constantly busy working in our business. And let’s face it… Read More
Having talked last time about meeting customer expectations, I just had to share my recent experience in the bank… Like many people I’ve banked with the same company for years. Despite reassurances it’s easy to change, most of us are just too apathetic to move. It feels like too much trouble. And yet, many of us… Read More
Are you confident you’re meeting your customer expectations? You know that feeling when you go somewhere and the experience was not what you expected? Even worse, when you are a regular customer and you leave feeling disappointed. Your business helps your customers and prospects to set expectations. Every company does that. How do you do that? Well, actually,… Read More
When I meet a new client they often confess to having no kind of customer database. Whilst I wouldn’t necessarily expect you to have a database of people you don’t know, there really is no reason not to talk to your existing customers and contacts. You don’t have to make it complicated… Set up an… Read More
Building trust is an essential part of developing a strong relationship with your customers. When you have trust, your customers will give you the benefit of the doubt if something goes wrong. They will be willing to support you, if you want to test an idea or a new product. They will be happy to… Read More
How often do you meet a new supplier, come away all excited, only to feel let down a few days later? Yep – it happens to me too. People in professional trades such as plumbers and electricians, seem to suffer with a reputation for not returning calls and responding to people. That’s a great shame,… Read More
I know – I don’t usually blog two days in a row! But today, I just had to share with you a great example of personalisation that followed on from yesterday’s blog post. I have just received an email from the company in the US where I bought Lanson’s medication. I have added in a… Read More
Today I want to share with you a fabulous customer experience from across the pond. Nope, I wasn’t lucky enough to be over in the US, but I still experienced great customer service – reinforcing the American reputation that the customer is king. My dog has a minor thyroid problem and takes drugs to control… Read More
I am often surprised by the way companies miss out on the opportunity to gain extra sales, by failing to follow up. But, it’s so much more than that. It’s also a chance to deliver a great customer experience, and make any tweaks to improve your service. Let’s unpick this in more detail… If you… Read More