- To get your 2016 plan implemented it has to be well communicated
- The problem with Customer Surveys and what to do about it
- Hiring the right Marketing person
- How Mercedes create a wonderful buying experience
- Customers don’t love your products as much as you do
- The 2016 Plan
- How to get business plans and strategies implemented
- Sales and Marketing working together – really?
- How supermarkets helped Aldi & Lidl be successful
- Sales and Marketing working together
- Customer satisfaction
- How to select the best Marketing Consultant
- Who “owns” all the customers?
- Top 5 strategic planning mistakes made by SMEs
- How do I take care of top clients?
- Three key words to retain customers
- Top three ways to keep clients happy
- How do I measure end-user experience?
- Tesco – What Dave Lewis can do
- Improving bad processes
Author Archives: Malcolm Wicks
In my experience the majority of "issues" in almost every company is where responsibility for an action or step in a process passes from one department to another. This is
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
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
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
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
The problem is that almost all organisations have too many processes that are no longer appropriate for todays business environment. Even worse, in some organisations staff hide behind the processes
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
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
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
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
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
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
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
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
In my view measuring the Marketing function is straight forward because it's exactly the same as measuring the Sales function. Has the company met it's top financial and business objectives
One of the most frequently asked questions is: Which marketing tools are most successful? We asked over 60 BtoB SME's what worked for them and which Marketing tools did not
Being customer focused and acting on what customers say is a challenge in many companies. I recommend learning from an industry that does it much better than most - Retail.
In some circumstances people just buy on price because the difference between the options is either invisible to them or they just don't care. In other situations they may buy
How do you keep Sales motivated in a tough marketplace? Step one, don't beat them up and tell them how badly they are doing. Step two, create a project to