No business intentionally ignores its customers. In fact, most managers think they do a reasonably good job of listening. But, if a customer feels ignored, big trouble lies ahead. Customer engagement is essential to business success. The pain of being ignored Naomi Eisenberger undertook a neuroscience research project to explore what goes on in people’s brains […]
I had a fascinating conversation with two businessmen today. They were quite cheeky – though maybe that was me too! One was a salesman. He was passionate about the construction products he sold – an impressive range, from bicycle stands to car park bollards, but he admitted sales were still not as good as he […]
3 things successful, fast growing companies do differently Part 1 of 3 Most companies think that by reducing the number of customer complaints they will improve business results. Ironically the exact opposite it true! As no doubt you already know, customer loyalty cards and programmes are mis-named. The best they may do is provide some […]
3 things successful, fast growing companies do differently Part 3 of 3 Try this easier and more tangible way to prove your point and significantly improve customer service: Customer complaints- A wonderful gift for you Put yourself in your customers’ shoes. As we have seen, he or she has incredibly low expectations for that, when […]
3 things successful, fast growing companies do differently Part 2 of 3 The principles of winning customer loyalty First of all, there are 3 elements to consider when developing a great customer experience: Does the product service do what it promises? How easy is it for the customer to gain access to what he wants […]
It is amusing how many companies tell me they are really customer centric. Strangely, when we do some analysis, which always shows that this is not the case, they are then quick to see their claim was incorrect. All the fast growth companies we track have several things in common. One thing they are all […]
OK. So I will assume you have worked out the customer experience touchpoints (from your customers’ point of view) and that you now understand at which touchpoints your company is exceeding their expectations and where they are disappointed what emotions they are experiencing at each point Making the key decisions So, where are the biggest […]
Consider for a moment a recent shopping experience you had- either good or bad. What do you remember about it? I bet it was the customer experience itself – and not so much about the product.[1] Am I right? Poor customer experience is fast track to business failure A certain large telecommunication company in the UK […]
Companies do not seem to understand what marketing is really about. They think it is about brochures, advertising, PR, social media, web sites etc. Actually, unless a company has the true elements of marketing in place, these activities will bring minimal rewards and be pretty much a total waste of time and money. On the […]
The market has changed – there are far fewer opportunities for growth. Yet customers still find it so hard to tell one supplier from the rest. It is as if they are in a fog. Is your company part of the fog? Most companies have taken to copying each other – even how they claim […]
