Blog Archives

What gets you out of bed in the morning?

For some it’s the alarm, a cup of tea, a seat on the train, or the mortgage and for some it’s simply the thought of going to work that day. Have I missed anyone? One morning I got out of

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Posted in Company Culture, Customer Experience, Engagement, leadership, Principles, Purpose, Values

Customer Shoes – Walk in them to better your business.

To walk in your customer shoes, only takes an open mind and a little time, assuming your processes are efficient and effective; you can use a different name, you can even send it back, so it doesn’t have to cost you anything – yet the experience could save you money and make you money by making your business a better business.

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Posted in Customer Centricity, Customer Experience, Customer Journey, Engagement

Probably the BEST sale in the world

As we approach the sales’ silly season, I thought I’d share the 8 basic principles that lie behind what is probably the BEST retail sale in the world. There was a time when sales were sales, one in January and

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Posted in communication, Customer Experience, efficiency, Marketing

Ditch print at your own risk!

In the digital scramble not to be left behind, many companies are forgetting the basics of marketing when shifting catalogues from print to digital. The simple truth about printed catalogues is that they are relatively expensive, but they work because

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Posted in communication, Customer Experience, Digital Marketing, Marketing

If experience doesn’t meet expectation YOU lose

I’m concerned that I’ve morphed into Victor Meldrew and I don’t believe it! Over the last 2 months my normally happy experience in some of my local businesses was not so happy – my experience did not match my expectation. Expectations

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Posted in Brand Expectations, Brand Values, Customer Experience, Engagement, Retail Service, Sales Training