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
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 […]
The 4 Basic Behaviours of Service Excellence
The 4 Basic Behaviours of Service Excellence So much is written about customer experience that it often goes in one ear and out of the other. The key to success in any subject is to keep it simple and do it well. So, what are the 4 Key Basic Behaviours of Experience Excellence? Well, if […]
How can I be a better leader?
How can I be a better leader? I would guess that we all want to be better leaders – after all, better leaders get better results with less effort! So what do you need to do to become one? Here are a few rules and ideas for you. Remember all customers are volunteers – internal […]
How can we compete with online retailers?
How can we compete with online retailers? This is a question we help a lot of our customers with. The business landscape has changed dramatically, and this is affecting every business sector: the revolution that began with the world’s biggest bookstore online, now is effective goods and services in every sector around the world. Just […]
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 social media marketing works ?
What social media marketing works ? ‘Social Media’ has been a buzzword for a while now. At first it was promoted as the ‘answer to everything’ ; just advertise here and you’ll have clients flooding in (and we all have heard that line somewhere before!) Then it was : you have to be there and […]
Why doesn’t customer service training work?
Why doesn’t customer service training work? Because you can take a horse to water but you can’t make it drink. You people WANT to do a great job, but they are faced with a million things that are stopping them: How they are treated How they are feeling (this one is not really in your […]
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 […]