Many small businesses and startups are quite agile. The relatively simple structure of most small businesses means they are well placed to adapt to changing market conditions, the ever-increasing pace of working life and evolving customer needs.
If everyone in the business is empowered to act in the interests of your customers, you’ll find that the decisions they make and the work they do is likely to have a real impact on customer satisfaction and loyalty.
To make sure that your people are empowered to act, you need to ensure they are up-to-date with key business activities. One of the best ways you can keep everyone updated is through a simple daily huddle. (more…)
From primitive cave-paintings, etched long before words were first recorded, to modern-day classics such as Harry Potter, the power of stories has been used to move people.
Stories we heard as a child – whether it is Aesop’s Fable of the Hare and the Tortoise, or fairy tales such as Cinderella – can create created ever-lasting memories, so the power of a good story should not be under-estimated.
And when it comes to business, there are lots of ways we can use stories to really get our message across. Whether it’s to our colleagues in a team meeting, an audience at a speech, prospective customers at a trade show, or potential investors at a pitch, you can use the skills of a great story-teller to win people over.
But how exactly can we do this? We asked Christopher Hirsch of Toastmasters International, to tell us his story. (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…)