Growing Your Business And Profits Quickly

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

From Code Blue to Code Green!

  A year ago, I met Russell Goldthorpe from Codeblue Communications (www.codebluecomms.co.uk). They help other businesses communicate better, but he didn’t think they were perfect. He thought they could get better at converting leads and retaining customers. He asked if I could help – and seemed puzzled when I said I didn’t know. Then I explained […]

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The 3D customer experience

Any company can create a customer experience that sets it apart from the competition. It involves a serious, long term commitment, but means getting just three things right. They are the “three Ds”: Design, Delivery and DNA. Design a better experience for your target customers than your competitors offer. Start by identifying and studying your […]

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Customer experience drives loyalty and profits

Improving your customer experience can have dramatic results. Research has proved that, if repeat customers rate you as poor (2 or less out of 5), – only 2% will spend more and 62% will spend less than the first time. If your rating improves to 4 to 4.8 out of 5, 29% of repeat customers […]

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Keep it simple

After 25 years working with local, national and international businesses to improve the customer experience, and having analysed tens of thousands of customer comments, research and complaints, I believe there are 7 key mistakes (or sins!) a business can make, any one of which will mean that they don’t deliver a great experience for their […]

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Communication is key

I believe there are 7 key mistakes (or sins!) a business can make. Any one will mean they don’t deliver a great experience for their customers. The 4th sin is: DON’T COMMUNICATE. This isn’t just about telling customers when you can’t deliver on time. It’s about proactive communication. By that I mean giving them the information […]

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Building brand communities

Encouraging engaged brand communities can be crucial. Creating and engaging in customer communities helps to define a unity amongst customers. It also offers the opportunity to learn and gain a mutual understanding. Companies with engaged brand communities often experience a rise in brand advocates. They usually see a reduction in the number of complaints. Here […]

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Brand personalities

Customer experience isn’t just about service. It’s also about your brand. Think of your business as a person, with a personality. The way it behaves can have a significant impact on your customer experience. For example, take Amazon and the annual Nunwood Customer Experience Excellence Index. They were 1st in 2010, 2011 and 2012. They slipped […]

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Benefits of great customer experience

Millward Brown publish a customer experience study of 28,000 worldwide brands each year. To get into the top 100 you have to be great at customer experience. The latest study shows the business benefits of getting customer experience right. :All the top 100 companies had: Higher retention ratios (84% versus an average 30%) Higher cross/up-sell ratios (82% versus […]

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10 Golden Rules For Customer Feedback

Believe that customers have good ideas. Asking customers to help in your problem-solving and idea generation is an act of courage, not of weakness. Gather customer feedback at every opportunity. Every customer interaction is an opportunity for feedback. Focus on continual improvement. Enlist the aid of your most passionate customers to help you improve an aspect […]

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3 key elements to think about in your processes

Psychology studies show there are 3 key elements to consider when designing business processes. They can help you work out where and how the customer will get most value and where you will get most sales! The first relates to cognitive processing of information. It’s a bit of a mouthful, but all it means is how easy is […]

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