- 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
- Body Language
- Business Communications
- Customer Experience
- Customer Loyalty
- Customer Retention
- Customer Service
- Digital Marketing
- DIT Masters in Professional Practice
- Marketing Planning
- Personal Effectiveness
- SME Toolkit
- Strategic Marketing
- April 2020
- October 2018
- November 2017
- July 2017
- March 2016
- August 2015
- August 2014
- February 2014
- January 2014
- November 2013
- October 2013
- September 2013
- August 2013
- February 2013
- January 2013
- November 2012
- July 2012
- April 2012
- December 2011
- November 2011
- October 2011
- July 2011
- June 2011
- May 2011
- November 2010
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 […]
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 […]
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 […]
Looking back on a huge advertising career, Shelley Lazarus, Chairman of Ogilvy & Mather worldwide, knows what her biggest career challenge was: turning a near dead business around. Lazarus tells the story of how she got Ogilvy Advertising in New York up off its knees in […]
So you’ve cut the costs to the bone. You’re working with half the numbers you worked with three years ago. Your team is feeling demotivated and you’ve run out of ideas. Are you stuck? Not at all. Like Michael Caine in The Italian Job, it’s a case of: “Just a minute, Lads. I’ve got a great idea!”
Talk to the people who are closest to the challenge. Recently I’ve been working with a number of […]
One of the most important articles I ever read was about the link between how employees are treated and rewarded and bottom line sales, profitability and customer loyalty. You might say: isn”t that obvious! Yes, I agree but often the best articles are telling us stuff we know already but don”t deliver on.
Like motivation. How many of our internal communications conversations are designed to motivate staff? Not that many, yet we know that a motivated team is much more […]