You’ve done your market research, you’ve got a solid business plan, you’ve registered your company and pulled together funding, suppliers and everything else you need to start your new business. You’re ready to trade – you just need some customers.
However, not all customers are created equal; some are a delight to deal with, while others seem to have crept from the depths just to torment you. (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.
In marketing, there a million ways to reach your customers. You can go big with a billboard, or far with a Facebook post, targeting potential customers city-wide, nationwide and globally.
The internet has allowed us more reach than ever before, and while powerful, this means that we can easily lose the humanity of our marketing.
When it comes to retaining your customers, this humanity is crucial. Will your customers still be with you once serious product competition appears on the horizon, ready to snap up your valued buyers with slashed prices and easier delivery means?
Customer service is accelerating towards ever greater automation. In some sectors we’re already seeing chatbots and virtual assistants transforming the customer experience.
But at what point do the cost efficiencies that technology provide become less compelling, and can the human touch ever be fully replicated or replaced?
We asked Chris Cullen, head of sales and marketing at outsourced customer contact specialist, Echo Managed Services, to assess the changing consumer communication landscape and to explain how businesses can incorporate new solutions alongside traditional methods of customer contact. (more…)
You don’t have to think back very far to remember the time when disruptive start-ups and forward thinking businesses were championing a “digital first” strategy. Digital technology had been adopted by mainstream consumers and companies that failed to recognise it were being left behind.
More recently, that slogan has been replaced for many businesses by a new one, “mobile first,” and is not difficult to understand why. Today’s consumers are constantly on their mobile. (more…)
When you are starting a business, you will need to answer many questions. However, one of the most fundamental questions any business owner will be asked is, what is the purpose of your business?
So what would your answer be?
How you answer the question, has a significant bearing on whether your business is likely to succeed, so we asked Jim McGrath, author of The Little Book of Big Management Wisdom to reveal what your answer should be; (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…)
Lead generation is absolutely crucial to identifying potential customers that are interested in you business’s products and services.
With online leads coming from various sources such as search engines, email marketing, banner advertising and social media, you need to take an informed approach so you can reduce waste and focus your marketing budget on the sources that are driving the most high-quality leads.
Not only this but they need to prove the return on investment (ROI) from marketing to justify the budget in the first place.
So how can companies use data to identify exactly what drives lead generation, isolate the ultimate source of leads and streamline their marketing strategies? We asked Daniel Reilly, director at Ruler Analytics, to explain; (more…)