Daniel Kahneman explaining our irrational choices

We’ve known for a long time that as consumers, we make a lot of irrational decisions. In the past year, we have seen how vulnerable we are to fake news. In fact, voters seem to like to suspend their disbelief, if what they’re hearing suits their preferred version of reality. So it is good to know that we can actually start to understand the conscious and unconscious biases that help explain apparently irrational and [...]

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Smart CEOs use social media to help build corporate reputations

Angela Ahrendts*, pictured above,  first came to fame as one of the first CEOs to really shake up a company using every social media channel available to her. At Burberry, she tripled revenue and launched a whole range of novel digital initiatives. How many other CEOs are following her lead?

According to MIT Sloan “How CEOs can Leverage Twitter” (Winter, 2016), only 42 Fortune 500 CEOs have Twitter accounts. And of [...]

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Answer these 3 questions to find out.

Does this sound familiar: two teams within the marketing department, one dealing with the ‘physical’ strategies, and another separate team looking after digital marketing?

Too many companies continue to run their traditional and digital operations independently, despite the fact that customers want to move seamlessly between one and the other. The world of marketing and communications has become more complex, more connected and a more immediate. Are your systems for marketing management keeping pace?

Here are [...]

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Make your Customers Sticky through world-class CRM!

Tips always sound easy, like someone whispering the name of a good horse to back in the Grand National. We’re bringing you not one tip but ten tips, but after that you still have to run the race! Based on research carried out by Prof Hugh Wilson at Cranfield School of Management and other academic colleagues, including Prof. Moira Clark at Henley, the researchers uncovered the following top 10 dimensions to world class [...]

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by Cariona Neary

Read my latest tips on DIY Marketing – where I feature the up-and-coming icecream company, Nobó, as well as founders of The Happy Pear, Dave and Steve Flynn and get them to tell us how they have achieved great marketing success. The article, just published in the August edition of Hotel & Restaurant Times, is the second in a series in which I focus on marketing for food and hospitality companies.

To find out more about effective marketing using [...]

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How come companies are happy to spend considerable money investing in their brands, improving their technology or operations but often skimp on the final and most important link between the organisation and the customer? Well, here’s the thing: customer service is as much about finance as, well, finance!

Depending on your business, the cost of chasing new business is at least five times more expensive than keeping the customers you have happy. Here are [...]

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So you were attracted by the headline that made WOW Customer Service look easy. But what I didn’t say in the headline on Employee Engagement is that you have to take the 3 Steps every day!

Some things in business can be both simple and difficult. Like connecting, really connecting with your team. Like providing a mini sales training session every day. Like creating those little moments of unique and personal service to customers that are so authentic and caring, your [...]

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Plan for 2014

So you’ve decided that 2014 is the year you are going to really get your business off the ground. Good. But that’s not a plan – it’s more an aspiration. Here are some really important steps you can take to push your business beyond the bumpy, up-and-down growth patterns that have been dogging most of our SME companies for the past five years.

1. Set your Goals

Sounds obvious but you’ve really got to get beyond wanting the year [...]

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A small increase in customer retention can have a big impact on your profits. Not only do you not have customer acquisition costs but loyal customers are also more profitable. So here you’re ‘Note to Self’ when sitting down to write your Marketing Planning.

My company will increase customer retention levels by 5% in 2014.

To make this objective a reality, you need to define how you will measure customer retention. You need to measure the volume of sales from retained clients [...]

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Essential SME Marketing Techniques: Part 1 – How to Kick Start your Marketing Plan 2014

It’s already the end of October and the signs are looking good for 2014. So make sure your business is ready to grow by having a smart Marketing Plan in place. But lots of people put off marketing planning, seeing it as a big task. The best way to get past your ‘writer’s block’ is to kick start your strategic marketing thinking. Just start by answering [...]

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