- Ethical Marketing at a Time of Crisis
- How to manage and motivate remotely: 7 tips for success
- 5 Reasons to get China Ready Now!
- Women: Is your self-confidence holding you back?
- We’re suckers for Fake News: Daniel Kahneman’s Lessons on the Irrational Consumer
- Business leaders need to leverage Twitter
- Is Your Marketing Moving at the Speed of Digital?
- 10 Tips to creating a winning CRM Strategy
- Top Tips on DIY Marketing
- How to Create Profit-Focused Customer Service
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- Customer Loyalty
- Customer Retention
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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
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 […]
New Year’s Resolutions and Falling off the Wagon
Laden with guilt, extra weight and fear of going broke, it’s no wonder we are all suckers for New Year’s Resolutions. I make pretty much the same ones every year and like boomerangs, they always come back, unchanged by their flight into wishful thinking.
I’m reminded of that scene in the hit film Airplane, when Lloyd Bridges realises he’s taken on too […]
In a week that saw, yet again, that Obama had literally outsmarted his opposition, we should consider just how smart are we as individuals, companies or countries. I remember when the battle was between John McCain and Obama, McCain recognised that he was a bit of a lame duck when it came to technology. To allay voters’ fears, he said he used ‘The Google frequently’. Ouch!
I came across an interesting article by Boston Consultancy Group recently that suggested that as […]
For the summer we have an overseas adult student staying with us. She has come to Ireland to learn English and we are acting as a host family. In those first tentative days, inevitably we are checking each other out; wondering how the next few weeks will go and hoping we will get along well. It’s a typical phase in any new relationship.
We were showing our guest around the sights of Dublin and as part of that tour, we popped […]
Would you like to try a little experiment to track who in your team thinks he or she is the boss? It will only cost you a few biscuits and good observation skills. At your next meeting, bring in a plate of say 7 biscuits for 5 people and then watch what happens. Who will take the last biscuit? Probably no one: social etiquette dictates that it is not acceptable to grab the last biscuit. Ah, but what about biscuit […]
Not only is multi-tasking a myth, but the idea that we mortals can hold seven ideas in our heads at any time (the Juggler’s Brain) is also a myth. According to a fascinating book by Nicholas Carr “The Shallows – How the internet is changing the way we read, think and remember”, the biggest mistake we can make is to overload our brains with too many stimuli from actions such as constantly checking our iPhones, tweets and e-mails.
If you have […]
We are so seduced by those short, self-administered tests that promise to reveal our ‘true north’. They will help us identify all sorts of hidden strengths, from our ability to brainstorm through to our natural leadership talent. The fact that it only takes 60 seconds to run the test is also a big attraction…..
But now and then, you may come across a really worthwhile article that goes beyond the over-simplified diagnosis so beloved of the Cosmo-style questionnaire.
In January 2011, McKinsey […]
When Unilever carried out research on what men really want when pursuing the opposite sex, they discovered that it wasn’t a Boy meets Girl happy ending that young men were searching for. Way too boring!
The male phantasy, as discovered after researching thousands of men in an anonymous survey, was to be irresistable to many women – simultaneously. They also discovered – based on observations of men on a night out – that they could segment […]
Check out my article on the five winning ideas that make the ethnic restaurant, Kinara, stand out from the crowd. This restaurant is worth watching: high spend, great customer retention and obsessive focus on the customer experience. And the food isn’t bad either!Kinara article