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 […]

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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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The DIT Masters in Professional Practice, supported by the Design Print & Packaging Skillnet starts this November. The great news for the SME sector is that you do not have to be a member of the Skillnet to be eligible to apply for a place in this programme.

The other great news is that – thanks to the support of DPP Skillnets – the one year taught Masters is just €4,500 for members and €5,500 for non members.  But hurry, closing date […]

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DIT Masters in Professional Practice  – the perfect qualification for SME Sector!

If you have been considering doing a Masters programme this year but have been put off by   lengthy academic programmes and concerns about going back to education when you’re trying to run a small business, the DIT awarded Masters in Professional Practice, kicking off this November, is just the right programme for you. This highly regarded programme has three major advantages over other taught Masters programmes:

Taking […]

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Negative comments about the quality of customer service by renowned food writer, Georgina Campbell, in a recent interview with Matt Cooper of TodayFM, have set the hospitality industry on edge.

Not surprisingly, the sector has become defensive and Fáilte Ireland’s surveys of overseas tourists suggest strong visitor satisfaction, with 93% describing the service they received as either good or very good.

But be careful. There is a world of difference between a customer rating your business as good or very good. A […]

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Last year I was lucky to be involved as a Lead Facilitator for The Gathering at meetings held in Longford, Portlaoise, Tullamore and Birr. Far from being what actor Gabriel Byrne called an attempt “to shake them [Irish Americans] down for a few quid”, The Gathering meetings offered each county and community a canvas to build their own local events, to celebrate what was great about their region and their county. Failte Ireland provided a whole battery of supports to […]

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They don’t really have a category for students like me. When your daughter drops you off to UCD’s Smurfit Business School and offers some words of encouragement as you go through the big gates to kick start an MSc in Digital Marketing, you know you’re going to be a bit of a maverick.  The fact that I’m a part time lecturer makes the move from know-all to know-nothing all the harder.

Will my inability to turn off predictive text mean I […]

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Years ago, when we were holidaying in France, I asked a local if he knew where the local post office was located. He said Oui but vigorously shook his head. When training on body language, I sometimes tell this story of mixed signals. It always gives me a headache! It’s actually very difficult to say yes and shake your head simultaneously. It goes against one of the most fundamental and universal body language gestures, the head nod.

Body language is older […]

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