Author Archives: Malcolm Wicks

Sales and Marketing working together – really?

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

read more

Posted in Customers | Tagged , | Leave a comment

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

read more

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

read more

Posted in Customers | Leave a comment

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

read more

Posted in Customers | 1 Comment

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

read more

Posted in Customers | Leave a comment

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

read more

Posted in Customer centric | Leave a comment

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

read more

Posted in Customer centric | 1 Comment

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

read more

Posted in Customers | Leave a comment

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

read more

Posted in Customer feedback, Customer surveys | 1 Comment

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

read more

Posted in Customer relationship | Leave a comment

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

read more

Posted in Customer centric | Leave a comment

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

read more

Posted in Customer Service | Leave a comment

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

read more

Posted in Loyalty | Tagged , , , , , | Leave a comment

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

read more

Posted in Customer centric, Customer relationship, Customer surveys | Tagged | Leave a comment

Measuring Marketing

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

read more

Posted in Customers, Marketing | Tagged , | Leave a comment

Which Marketing tools are best for gaining new customers?

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

read more

Posted in Customer surveys, Customers | Tagged | Leave a comment

How to make all employees more customers focused

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.

read more

Posted in Customer centric | Tagged , , | Leave a comment

Does everyone buy on price? The RET factor

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

read more

Posted in Customer centric, Customers | Leave a comment

Motivating Sales people

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

read more

Posted in Customer centric | Tagged | Leave a comment

Get the most from Speed Networking events

I was very cynical about speed networking but I realized that this was because, like many people, I had unrealistic expectations about what it could achieve. So let me give

read more

Posted in Customers | 1 Comment