Monthly Archives: July 2014

Top 5 strategic planning mistakes made by SME’s

1. Not listening to customers 2. Not listening to and involving staff 3. Not being clear at the beginning about the outcomes that are expected 4. Not having a planning

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How do I take care of top clients?

A lot of your competitors use the same types of actions to take care of top clients so you have to do something else as well. My research says that

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Posted in Customer centric, Customer Service, Customers | 1 Comment

Three key words to retain customers

To me the three most important keys to retaining customers, irrespective of business environment, are three words: Listen, Think and Act.   LISTEN to what your customers are telling you

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Top three ways to keep clients happy

When I ask the customers of my clients what they really care about the same top three points come up almost every time. 1. Your expertise 2. The quality of

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How do I measure end-user experience?

The only way to understand the end-users actual experience is to ask them. You need to identify areas for improvement and subsequently measure if improvement has taken place. A survey

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Tesco – What Dave Lewis can do

There are many things that Tesco do not do well at the moment. Pricing, quality, availability, customer experience etc. The problem for Dave Lewis is where on earth to start. 

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Improving bad processes

The problem is that almost all organisations have too many processes that are no longer appropriate for today’s business environment.  Even worse, in some organisations staff hide behind the processes

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How do I get people to listen to customers?

Here is one approach to getting everyone in the business to listen to customers and act on what they say. Step 1 The CEO spends a lot of time going

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How can I maintain quality when headcount is cut?

You could sit down and endlessly discuss how bad things are or you could grasp this major opportunity to do things differently for your clients. Now is the time to

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How to get customer feedback

There are two components in getting customer feedback. One is about the mechanics of collecting feedback and the second is about motivating people to give you feedback. The motivational aspect

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How to get a C level meeting

Most companies would love to be able to have a meeting with a prospects C level staff but achieving it very hard. Cold calling and broadcast marketing does not work. 

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How do I get customers to “trust” my company?

Start by looking at the attributes that build trust in the first place. The top 5 are: 1. Honesty 2. Consistency 3. Professionalism 4. Excellent service 5. Great staff Any

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How to cut costs without losing customer focus

The issue for a number of businesses it that they have already cut the obvious areas of waste but because revenues are weak they need to cut further.  The problem

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What causes dysfunctional relationships between Marketing and Sales?

The root cause is incompatible objectives/metrics and lack of understanding about the other function and how it works. From this root cause other factors such as "poor" processes, internal politics

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Morrison’s trolley locks and customer embarrassment

Well done to Morrison’s. They have recognised that shoppers strongly dislike trolley locks and are removing 150K of them. When they were first introduced trolleys did not have locks on.

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How to keep customers loyal

It's a very good idea to keep existing BtoB customers loyal.  But, what's the best way to do it? You could reduce your prices.  In most cases that'll have no

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How do you build a brand?

It's tempting to dive straight in by building and implementing specific marketing campaigns to build your brand.  Before doing this there is one important step to ensure that that your

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Welcome to the MalcolmSays Blog

This blog aims to share experiences and opinions on a wide range of Marketing, Sales issues and the linkage to business planning and one page plans.  I try to come

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How do I retain customers?

There are many examples of companies that have lost existing customers because they took their business for granted while focusing on getting more new customers.  How can you avoid this

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Definition of Marketing

In my experience one of the main reasons that marketing does not work out as expected is that firms frequently do not have a consistent and agreed definition of what

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