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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  • Categories: Digital Marketing
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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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  • Categories: CRM
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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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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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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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Refer people to you, not away from you!

“To get referrals, you need to do more than nothing”
Andy Bounds

Referrals make so much sense. Yet, I find that a lot of companies I work with don’t have a strategy around getting better and more referrals.

The first bit of news is that referrals usually don’t happen all by themselves. You need to do something to encourage your happy clients to pass on your name to other potential clients. Or, you can ask […]

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A 2% increase in customer retention is equal to a 10% cut in costs. Now that’s pretty interesting for any company that’s gone about as far as it can go in paring back costs. So how can you ramp up your customer retention strategy?

While customer service might have improved in Ireland, I regularly check out service standards in hotels, restaurants and shops and there is still so much room for improvement. And the great thing about customer service is that […]

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A good,  solid customer relationship is built on trust and commitment. But how can you build trust quickly, or is that the point: trust must be built through positive experiences over time?

I know one shop that manages to build trust in one single transaction. Not only that, but this shop builds positive word of mouth (PWOM) even among first time customers. OK, enough of the mystery then, I’ll tell you the name of the shop. It is Martyn Evans Tennis […]

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