In most ‘traditional’ sales strategies, the focus is usually on ‘getting a sale’. However, this is far too simplistic… in today’s world of instant online reviews and the empowered customer, it’s downright dangerous. In fact there are five outcomes to a sales process, and they all need to be considered, trained and considered in order […]
Tag archives: customer loyalty
There’s no such thing as a ‘Bad’ online review
There’s no such thing as a ‘Bad’ online review How to turn negative reviews, fake or real into extra sales and PR. There’s a lot of talk about ‘bad’ online reviews, and the negative effect they can have on a Pub or Hotel business, and, indeed many acres of print have been devoted […]
How to beat the competition?
How to beat the competition? There is always pressure to watch the competition, to see if we can beat them or if they are currently beating us. So many businesses obsess about what their competition is doing that they miss the true issue at stake. It is not the competition but instead themselves, their own […]
A complaint is a compliment
A complaint is a compliment A complaint is a compliment: what do we mean by this? Surely a complaint is a bad thing because it means that the customer is unhappy about something? Well, of course it’s usually better to have happy customers than unhappy ones, but, who are you kidding? You can’t get […]
Business Karma
Business Karma The Dalai Lama writes: ‘The word ‘Karma’ simply means ‘action’. So when we talk about our ‘Karma’ we are talking about our intentional (and unintentional) acts of body, speech and mind. And when we talk about the fruits of our Karma, we are talking about the consequences of those acts.’ The same is […]
How do I make sure that I always get good feedback?
How do I make sure that I always get good feedback? The answer is you can’t and you don’t want to anyway. You can’t: we’re now in the age of the empowered customer and the transparent business. Don’t try and manipulate the customer feedback and reviews: it’d be like King Canute trying to hold back […]
How do I destroy my competition and make lots more money?
How do I destroy my competition and make lots more money? The answer is to see your competition as yourself … not as the others. Of course you need to know what’s happening in the market, but the best way to do this is to get very close to your customers (including potential customers and […]
What is the ‘Net Promoter Score’ about?
What is the ‘Net Promoter Score’ about? You’ll see a lot of people using and promoting the ‘net promoter score’. If you don’t know what we mean by this, you’ll probably have noticed an explosion of people asking one question of you in feedback systems: ‘How likely is it that you’d refer us to a […]
How do we gather feedback effectively?
How do we gather feedback effectively? In the world of the empowered customer, feedback is the breakfast of champions. In the ‘old world’ of one way mass communication, marketing was king, but as this changes to the world of two way mass communication, the power of marketing continues to diminish and the power of engagement […]
How do I handle complaints?
How do I handle complaints? We all get complaints: some are maybe fairer than others, and there’s a lot of print acreage devoted to strategies to deal effectively with them. There’s perhaps one point I’d like to try and make crystal clear in this post: In the age of global choice, 2 way instant communication […]