A wise old man (my dad) once said, ‘Never complain about how much tax you have to pay – the more you’re paying, the more successful you are!’ How true…if still hard to bear at times! A similar mantra could also exist for the relationship between a business and its
When your business has a true customer-first culture – versus one that is spoken about, but not ‘lived’ – every team member is focused on giving every customer a great experience – building trust and loyalty, and creating happy customers who not only stay with you, but also refer others.
While we all recognise Thanksgiving as an American day of celebration, it’s a great opportunity for all of us to take stock of the things in our lives that we have to be thankful for. As business owners it’s so easy to get caught up in the hustle and bustle
A while ago, we mapped out a customer journey for one of our clients. (We map it out on a roll of brown paper, looking at all of the touch-points that the customer has with the team, and who is involved at each point.) Their journey was about twenty-five feet
An effective Customer Journey Map gives you a clear and detailed picture of how your customer uses your product or services, and how customers and potential customers go through the buying process. It gives you and your team an overview of your customers’ experience and shows how they move through your sales funnel,
Like many business owners, I used to make the mistake of thinking that what was crystal clear and obvious to me would be crystal clear to my ideal client. That they would take the time to jump through my hoops, understand my jargon or click more than once, to find
A skunk as you know is something that stinks, and nearly all businesses have them. No, I’m not talking about issues with personal hygiene – your skunks are in your operation, your customer journey, your hiring. So what does a skunk look like? It looks like something that isn’t adding
Like many business owners, I’m guessing you’ve either considered, or have already begun to outsource. It’s a great way to grow your team until you’re ready to employ one, and, if you outsource to specialists, a great way to grow your business without having to hire and train. What many
If you’re anything like me, you like to think you’re right…that you know what’s best…that if only people would listen to you they’d be so much better off. And of course that’s true 🙂 But what I’ve learned over the last few years is that businesses who tell their customers
I’ve been pondering this question all week, since someone challenged my assertion that I work with ‘ambitious start-ups’ who are feeling stuck. Knowing a little about my business, they believe that my clients have gone beyond start-up because they have been operating for more than 2 years, and in one
The question why is usually associated with small children… ‘Why is that lady fat mummy?’ ‘Why is the sky blue? Why do I have to wear those shoes? …the bane of every parent’s life, the ‘but WHY..?’ question must be asked a hundred times a day.What a shame we don’t
I’ve got a bit of a bee in my bonnet this week about communication…not the big customer communication stuff we’d usually talk about here…it’s the little stuff that’s got me all hot under the collar today. In particular, the answering of personal e mails…and by that I mean e mails
Almost without fail, whenever I say the word ‘process’ in a conversation I can see the other person glaze over. It’s almost instantaneous …’process’…gone! It has the same effect on people as the words ‘insurance’ or ‘double-glazing’ or ‘accounting’…and yet, we all have process in our lives somewhere. Many of
‘Marianne is the author of four books and is currently working on her fifth whilst regularly writing her blog, we hope you enjoy it :)
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