Lack of confidence is one of the greatest limiting factors in terms of a business reaching its potential. A key mistake I see many people make is confusing a lack of skills with a lack of self worth. For example,…
From time to time, we have all experienced amazing customer service. Unfortunately, despite being a powerful driver of repeat business, it’s occurrence is sadly all too rare. Too often the focus is on:
The D.E.S.C Script, (originally developed by Sharon and Gordon Bower) is a powerful and very practical tool. I’ve used the D.E.S.C Script for many years in situations where I need to communicate assertively and clearly. You can use The D.E.S.C Script…
Mapping the customer journey is a simple, practical, and powerful process to improve your customer experience. I first came across the concept in the late 1980’s when I read Jan Carlzon’s book, Moments of Truth. Since then I have found…
In todays competitive marketplace, it had never been more important to have a clear point of difference. Something that sets you apart from your competition. You need a reason for customers to choose your product or service and not that…
In today’s fast-paced and competitive world, innovation and insight have never been more critical. While innovation is generally understood, what insight is, and how it works remains a mystery to many. Often, insight is confused with the results of analysis…
Servant Leadership is a powerful concept ideally suited todays challenging, top-down, data driven world. Originally promulgated by Robert Greenleaf in the 1970’s, (and largely since forgotten), it proposes the leader is a “servant” of others, in particular, employees. Servant Leadership…
Understanding customers is the key to great marketing! You can have an amazing product or service, however, if you can’t demonstrate its relevance to your customers and how it will change, or improve their world, it is unlikely you will…
A powerful and practical way business owners can reduce costs, and grow their business, is to generate word of mouth from satisfied customers. As a starting point, imagine how your business would change if:
Business culture is critically important. Even with a terrific product and a clear strategy, success will be fleeting without the support of a great culture. A strong culture shapes how you conduct business, how your team interacts with customers, and…