There’s a saying in life that I’ve taken quite a shine to over the years… “the path of the least resistance”. Of course, that’s not to suggest I’m in any way lazy; but when it comes to getting from A to C, I always prefer to go via B rather than meander past X, Y […]
Author Archives: Marianne
According to those who know their business numbers, of the 4.5 million small businesses in the UK, around 50% will fail to make it past year 1, while 90% will cease trading within the next few years. Many of these will be good little businesses with a niche market, excellent early sales, and a small […]
D’you know when something is just so blindingly obvious, but you just can’t see it because you’re looking in the wrong direction..?!You’re so ‘fixed’ about what you’re doing because you’ve spent 12 months and most of your savings working on your plan, developing yourself, developing your website and your marketing stuff and your service proposal. […]
I was thinking about accountability today, probably on the back of having just completed my annual accounts and tax return – although I have to admit I’d never twigged that the words accounts and accountability were two peas from the same pod (I know…I know…)!But more so because my accountant, aka my super hero, had […]
If I say the word ‘Business’ to you, what exactly do you think of?What do you see? What do you feel?If you’re anything like me, it’s a building, or a product or an office that you think of and see…and you don’t ‘feel’ much at all.If I change my language and say, ‘I want to […]
At the start of every new year an awful lot of people sit down and write their New Year’s Resolutions…actually no, that’s not quite true, most people don’t even write them down. But it is a ‘thing’ that a lot of us like to do…dream about a different, more rewarding, more fun, less tiring year […]
I am not afraid to admit it…I am completely swept up in the whole Olympic experience…like a big kid I have screeched myself hoarse at the TV, watched in amazement at our lads fantastic gymnastic exploits, and cried real tears as the rowing girls picked up our first British gold. I have got up at […]
As the Frog heads off on a well-earned break, she leaves us with the humorous…and bizarre of customer experience. A fun way to lead into this historic Olympic evening…For the past week, I’ve been making the most of this fantastically warm weather and having fun in the sun. Therefore, I thought it would be apt […]
This Friday our Frog is frustrated when a business fails to recognise that her needs as a customer are more important than an upsell.A few weeks ago, I reluctantly ventured out to a local electronics superstore. I say reluctantly because I absolutely hate going to certain shops. Anyone who knows me well will tell you […]
The Frog finds herself back at the hospital musing on the goodwill to be gained from putting yourself in the customer’s shoes.A few weeks ago I found myself back in the hospital, accompanying a friend to yet another appointment. We arrived a little early, only to be informed by a cheery nurse that the […]
As the Frog owns up to her latest addiction, she offers a powerful message about the business benefit of turning our customers into loyal advocates.It’s time to admit it. You deserve the truth. Deep breath…I’m obsessed with Netflix. There, I’ve said it.Over the last six months, I’ve caught myself mentioning Netflix at least ten times a […]
This week the Frog reveals what can happen to a business when they don’t recognise how poor or inconsistent their customer service is.I’ve just returned from my local chippy, where I treated myself to a rather lovely cod and chips. I was also lucky (or should that be unlucky?) enough to receive a rather generously-sized […]
This week saw my grandmother’s 80th birthday. And, in keeping with my inimitable skill for finding the best gifts in a haze of panic-buying, I found myself in Tesco an hour before her party; roaming the aisles, desperately seeking ‘the perfect gift’. Fast forward 15 minutes and I was heading toward the checkout.There’s something quite […]
None of us like to be criticised, but as a business it is imperative that we gather feedback from our customers. Here’s what the Frog has to offer in the way of Top Tips:I’ve just come off the telephone with my mother. It’s a universal truth that any conversation starting with “oh, so you are […]
I was thinking this week that we don’t give enough recognition to people who simply do their very best every day. They may not be superstars in the recognised sense of the word, they may never achieve greater wealth or status than they have already, but they go about their work cheerfully every day, and […]
For some bizarre reason as I lay in bed last night I got to thinking about whether tribalism plays a role in our day to day choices as customers. You know…like the tribalism in football.What is it they say? ‘You don’t choose your team, it chooses you’ …and then that’s it. You have to stick […]
This week I went to a free three-day event.Business 2012 at the O2 brought together literally thousands of entrepreneurs and new business owners, and treated them to a series of keynote speakers – Sirs Richard Branson and Alan Sugar to name but two; a number of other self-made individuals willing to share their secrets; practical workshops; and […]
Don’t you think the smile is underrated? It’s such a funny little physical thing when you think about it…turning up the corners of your mouth, maybe bearing your teeth…not much to it really…But if the eyes join the party…lighting up the whole face…well, this little thing might just make a big difference to your day…particularly […]