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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 […]
- Categories: Customer Retention, Uncategorized
- Comments Off on How to Create Profit-Focused Customer Service
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 […]
- Categories: Customer Service
- Comments Off on 3 Steps to Employee Engagement and WOW Customer Service
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 […]
- Categories: Marketing Planning
- Comments Off on 5 Opportunities for Growth in 2014
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 […]
- Categories: Business Communications, Customer Experience, Marketing, Selling, Strategy
- Comments Off on Why employee engagement is the new buzz term
