Monthly Archives: April 2014

Customer feedback

Often the most interesting and useful customer feedback doesn't come from Sales or Marketing. It comes from functions that deal directly with the customer such as Customer Services, Logistics and

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Why is a good business plan important?

I see a business plan as the touchstone to test all major business decisions and and to ultimately help build the objectives of everyone in the organisation.  It's therefore more

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Loyalty – dogs are loyal customers are not

Customers buy from you for a range of different reasons based on their perceptions and the relative value that they place on: price, relationship, product/service, expertise and trust. There are

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