Growing Your Business And Profits Quickly

real life examples of how businesses have seen great growth, and how you can do the same

The importance of emotion

There are 3 key types of interaction that make up the total customer experience: The brand, such as advertisements, marketing communications and signage The offering—the characteristics of products and services, and how customers use or experience them The touch points, including stores, staff, contact centres, websites, social media and customer communities All build customer satisfaction, […]

Understanding customer behaviour

Understanding customers’ complex behaviour is crucial to meet or exceed customer expectations. Many companies need the support and co-operation of their customers to help with this. When customers help with research, companies can plan for future customer needs and wants. There are many theoretical frameworks on experience creation. They all presume companies can understand and predict customer behaviour. It does […]

Using media platforms

Customers value choice – but limited choice. The problem is that different customers want different choices. That means you need a wide range of communication channels available to them. Start by mapping out all possible customer journeys to identify all customer touch points. Then you can start to plan how you and your customers […]

Take some time out to think

Since setting up Simply Customer last year, I’ve learned more than I thought possible at my age. I spent 18 months planning the business, and believed that I had thought of everything. But that wasn’t the case! I’ve made some mistakes and tried some things that I didn’t think would be successful that were. I’ve also […]

The difference between 4.8 and 5.0

I know it seems like an easy question – it’s 0.2. Except there is one circumstance where it’s not – it’s actually 6! The circumstance I’m referring to is the difference between customers rating you 4.8 out of 5 and 5 out of 5. Now, achieving 4.8 out of 5 is something to be proud of. […]

Using your customers to create a great experience

One of the 6 things that all customers want is communication. They especially value 2 way communication – it’s good to know that a business values you and listens. Many businesses involve their customers in generating ideas for improvement. You can start by talking to your customers. Ask how they feel about doing business with […]

What is your best source of new business?

The first question we ask when we map a customer journey is “Where do you get your sales from?”. The top answers are website and networking so far. But when we get further into the map we usually find a much larger opportunity – existing customers. Research shows that you have a 15% to 20% of selling […]

When customers drive change

In the 2015 PwC Global CEO Survey, 72% of UK CEOs said changes in customer behaviour would be the biggest disruptive trend in the next 5 years. In other words, understanding your customer is the key to business success. Blueberry Home Solutions launched in September 2014 and is on target to hit £2m in orders in […]

Why middle lane driving isn’t the way to continuous business improvement

I’ve done a lot of driving in the past few weeks, and find I get irritated by what I call middle of the road trundlers. They are those people who seem to drive at 35mph regardless of what the speed limit actually is. I presume it’s easy for them. They don’t need to think too much about […]

Making changes – the aggregation of marginal change

Aggregation of marginal change – it sounds complicated but… It’s actually simple – it’s easier to make many small changes than to try and make one big change. There are 2 main reasons: First, getting started is always the most difficult step, so the smaller the change, the easier it is and Second, by making small […]