Recent Posts
- 3 Winning Strategies to lead through COVID Uncertainty
- 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
Categories
- Body Language
- Brexit
- Business Communications
- China
- COVID
- CRM
- Customer Experience
- Customer Loyalty
- Customer Retention
- Customer Service
- Digital Marketing
- DIT Masters in Professional Practice
- Facilitation
- Leadership
- Marketing
- Marketing Planning
- Personal Effectiveness
- Selling
- SME Toolkit
- Strategic Marketing
- Strategy
- Uncategorized
Archive
- October 2020
- 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 […]
- Categories: Customer Retention, Uncategorized
- Comments Off on How to Create Profit-Focused Customer Service
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 […]
- Categories: Customer Retention, Uncategorized
- Comments Off on Make Customer Retention your #1 Marketing Objective for 2014!
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 […]
- Categories: Business Communications, Customer Experience, Customer Loyalty, Customer Retention, Marketing, Selling
- Comments Off on Is Customer Service Good or Bad in Ireland?
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
- Categories: Customer Experience, Customer Loyalty, Customer Retention, Marketing, Strategy
- Comments Off on Find out how Sodexo has over 95% Customer Retention levels in Ireland
