Tag Archives: customers

How supermarkets helped Aldi & Lidl be successful

When people write about the rise of Aldi and Lidl they usually focus on low prices as the main reason for their success. This fixation with price masks other factors

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Posted in Customer experience, Customer feedback, Customer Service, Customers, Price | Tagged , , , , | 1 Comment

Who “owns” all the customers?

Here is another hard question. Who owns the relationship with ALL the customers? Individual customers and relationships are "owned" by specific individuals or teams within the organisation but who is

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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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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

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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.

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Should I research Competitors?

It's easy to become a bit paranoid about competitors, especially when it seems like they are winning more business than you are. The temptation is to spend a lot of

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Your customers love you – or do they?

Many suppliers of products or services are over optimistic in thinking that their customers love them.  Perhaps this is because they don't asked customers what they really think about their

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

Definition of innovation

Innovation is anything that makes life better for customers, easier for staff and cheaper for the business. The best innovations do all three at once.   Blog: home              

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