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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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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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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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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