Marketer Seth Godin talks about being remarkable as giving a service / experience that compels someone to make a remark about you. Being just another business in your industry is easy – but then again so is being remarkable when you think about it.
Continue Reading →Getting great customer feedback
I have to admit to feeling a little smug today after receiving this email from a client at the salon: I just wanted to drop you a quick note to say how impressed I have been with your website, service and general marketing. I work as a brand manager for a big FMCG company and [...]
Continue Reading →Grudge Buying
I only use O2 because I want an iPhone. Their in-shop customer service is less than consistant to put it mildly. So, for me wanting an specific Apple product, I have to ‘reward’ a telecoms company for poor customer service and poor product knowledge. Does that make sense? Of course not. It’s a contractual grudge [...]
Continue Reading →Customer Retention Is A Bit Like Sex
It seems to be a theme for 2009 – keep hold of what you’ve got – belt and braces – batten down the hatches. Client retention is the new “new business” for 2009. Maybe it’s the old 80/20 rule: 80% of your income will come from 20% of your clients 80% effort to get new [...]
Continue Reading →Complex Selling and Complex Buying
Chances are, if you are in the B2B sector, your sale is more than a “I’ll take one of those” products. The need to simplify the sales process (throughout the marketing process) therefore is essential. Take my current situation with car insurance with Direct Line. It goes like this: 14 December – someone hit my [...]
Continue Reading →How to order a skip in Basingstoke
As much as I like moaning about companies that have given me terrible customer service, I also like to point out some great customer service experiences I have, so here’s the latest. Before Christmas I had need of a skip to get rid of lots of rubbish. I first contacted a local company (website under [...]
Continue Reading →