Do your customers feel ignored?

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 […]

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5 warning signs you are missing massive sales opportunities

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 […]

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Unless you are customer centric your business will not grow

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 […]

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Why your business cannot afford to get customer experience wrong 2

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 […]

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Don’t throw your money away on wasted marketing

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 […]

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