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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  • Comments Off on It’s September ….. so time for me to go back to college!

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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In our case study on customer retention, we interview Janine Patterson of Sodexo. She explains how, over the past seven years, Sodexo has steadily increased its customer loyalty levels. Today Sodexo Ireland is outperforming Sodexo’s global average with over 95% retention levels. It’s an amazing achievement. But it starts in an unusual place – first you’ve got to let some of your customers go. Find out more…..

This article was published in the June 2013 issue of Hotel & Restaurant Times.https://dl.dropboxusercontent.com/u/59286216/Sodexo%27s%20Customer%20Retention%20Strategy.pdf

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When you finally meet 'the special one', do you know what to say?

It’s amazing how many business people become tongue tied when asked about their value proposition. Ask them what they do, and they are happy to chat away about their company, how many people work there, what the make or do and how long they’ve been in business.

The Bland leading the Bland

In many of the workshops that I run with SMEs and larger organisations, I invite people to […]

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