Every business owner can learn valuable lessons from studying how successful businesses are born and grow. Looking out for, and replicating, key drivers of success in other businesses, can help to drive our own business forward.
However, vital insight can also be gained from business failures. In many cases, what we can learn from terminal business mistakes can prove even more illuminating than what we can glean by following the high-flyers. (more…)
In the past, company leaders were focused first and foremost on the development of innovative products and operational excellence.
Today, customer satisfaction is the absolute number one priority – a point confirmed by almost every recent survey of top managers, with 89% of company leaders now seeing customer experience as their biggest differentiator.
Here, customer expert, Prof. Steven Van Belleghem explains why every business leader should view the customer relationship as the key to their future business success.
The growth of AI is set to be one of the most disruptive technologies in the coming years for businesses of all sizes. Even in these relatively early days of AI, it is already affecting customer experience.
The younger generation have grown up in a world where they are used to a quick and effortless service, and as a result, will lose interest with anything that takes too long or requires too much effort from them.
Here, Prof. Steven Van Belleghem, an expert in customer focus in the digital world, examines the evolution of customer service under Artificial Intelligence. (more…)
Customer-centricity is one of the hottest topic in business today. Across the world, companies of all sizes are looking for new ways to become more customer-centric in order to give themselves a competitive advantage in a decreasingly loyal marketplace.
Unfortunately, however, for many businesses the phrase “give them an inch; they’ll take a mile” is all too appropriate when it comes to customer-centricity. By striving to accommodate their customers wants and needs they leave themselves open to a proportion of their clients who will take advantage.
Get the balance wrong and give customers too much power and you will find yourself in a situation that is completely unsustainable in the long-term. (more…)
When considering great customer experience (CX), it can be helpful to picture a shopkeeper.
The more we visit the shop, the better the shopkeeper gets to know us. After a few visits, the shopkeeper initially learns our name; then what products we like and have previously purchased; when we’re likely to need more of them; and finally to the stage where they can make recommendations of what we might like to try.
Such a role is now expected, and even demanded, of all the brands consumers interact with. The days of a one-size-fits-all approach to customer communications are long gone. Today, brands need to forge personal relationships, similar to that which people enjoy with their favourite local store. (more…)
For every service business, ensuring your customers have a great experience is paramount. Whether you’re a small start-up cafe or a global hotel chain, customer satisfaction needs to be a top priority if you are to succeed.
To help you put in place the foundations for a thriving service business, we asked Michael Heppell, the author of, “5 Star Service – How to deliver exceptional customer service”, to reveal the key issues you need to get right, before you can start wowing your customers; (more…)
If you’re starting a business then chances are money is tight – so anything you can do to increase sales without spending a fortune is worth looking at.
It’s easy to imagine that you need to employ a crack sales team – but the truth is, if you’ve made one sale, then you already have one sales person – that customer. And more often than not, the best people to sell your products and services are your customers.
Customers have already gained benefit from you and because they are impartial, they can provide legitimate social proof. So how do you get your customers selling for you? (more…)
Giving your customer a great experience is not just about customer service. It goes far deeper than that. It’s also essential if you want to increase your sales and make your marketing budget go further.
The reason people don’t want to do business with organisations that aren’t customer focused is because it’s so difficult to do business with them! As a start-up or small business the last thing you want to do is make life difficult for your customers!
This is why it is important to understand that delivering great customer experiences is about the WHOLE customer journey.
From website design, product design, and marketing to finance, operations, HR, procedures and policies. You name it, and it should be linked to delivering a WOW customer experience.
The development of a strong relationship between consumers and your company is one of the keys to achieving a good level of customer retention.
Now, with the increasing possibilities offered by digitalisation, it is even possible to make the customer a part of the company, allowing them to play an active role in its activities and build a genuine emotional connection through the four following options (more…)
Ever since social media became so prominent, companies have seen a huge online fan base as something of a marketing holy grail, with the number of Facebook fans and Twitter followers becoming a benchmark for success.
Unfortunately, lots of companies jump into social media with energy and enthusiasm but quickly get disappointed or frustrated when the results aren’t quite as big as their ambitions.
The road to building an online fan base that is both big, and crucially, of value, is a long and winding with very few shortcuts, but here are five steps to think about in order to succeed: (more…)
More and more people are making purchases online but not all businesses are making the most of their ecommerce sites. And if you’re not making the most out of your site, you’re not making as much money as you could be.
Here are four tips for creating a more effective ecommerce site so customers buy from you and keep coming back…
Of all the areas where a small business can compete with the big boys, customer service is the one where it should really shine.