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“People often say that motivation doesn’t last. Well, neither does bathing. That’s why we recommend it daily.”    –   Zig Ziglar

Why selling on price is a bad thing (and why differentiation is a good thing)

It’s very tempting to be the cheapest because that’s what you think you need to do to win business. This blog explains why it’s not a good idea.

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Ask not what your customer can do for you, ask what you can do for your customer

Why do organisations take us for granted? In the light of my recent experience with Sony, (including yet another highly unsatisfactory call during which it became abundantly clear that hell will freeze over before they will give me a refund) I have decided to write about the differences between good and bad customer service. 86% of customers will stop doing business with you after a bad customer service experience it takes 12 positive customer service experiences to make up for one poor one The irony is that the majority of companies say they pride themselves on good customer service. A Forrester report […]

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How to sell the way your customers want to buy

One of the key questions we ask our clients when we work with them is ‘ What business are you in?’  Most people will tell us they are the thing they sell, so for example, this week, I had ‘a financial adviser’, ‘an events planner’, ‘an accountant’, and ‘a sales trainer’. But is that really what the customer is buying? The customer using the financial adviser may be looking for help to ensure they can retire with no money worries, or the customer using the events planner may be trying to organise a surprise 50th birthday party so will be […]

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One really simple way of knowing how loyal your customers are using Net Promoter Score

Do you know how loyal your customers are to you? In my last blog , I talked about the importance of talking to your customers and how to implement an account management strategy for your top ten customers. This week’s blog is going to look at another aspect of engaging with your customers through customer feedback, in particular using the Net Promoter Score to assess the loyalty of your customers. There are three types of customer feedback you can actively use: Net Promoter Score In-depth interviewing of your key customers (different from the key account conversation you have with them) […]

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Do you know how much more business you could get from your customers?

I’m sorry if that sounds quite a mercenary question, but it’s meant with the best intentions. Not only for you and your business, but also, and as importantly, for your customers. The cost of getting new customers In business, we spend a lot of effort and money trying to get new customers, sales people are rewarded for bringing new customers into the business and probably the largest proportion of our marketing spend goes on trying to acquire new business rather than keeping the customers we’ve got, let alone thinking about how to grow our business with these customers. We’ve seen all […]

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Five good reasons why self-employed business women shouldn’t undersell themselves

Did you know that from 4th November 2014, women were effectively working for free compared with their male counterparts? It is 40 years since the Equal Pay Act and yet women working full-time in the UK are still paid on average 15.5% less per hour than men, according to a women’s rights campaign group, the Fawcett Society. But there has been some good news. Due to lobbying from the likes of Grazia magazine’s ‘Mind the Pay Gap’ campaign and Labour MP, Sarah Champion, proposing that section 78 of the Equal Pay act should be enforced requiring that companies with over 250 […]

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5 great on-line articles to help you get you started with social media for your business

I don’t know about you, but I find the whole world of social media a complex and confusing place. And therefore to be avoided at all costs.  Until recently, Facebook and LinkedIn have been the extent of my on-line presence. Yes, I know that makes me a troglodyte and I’ll be the first to hold my hands up and agree. But that’s all had to change and I’ve had to dip my toes (actually, it was more a full body emersion) into this arcane and mysterious world. These days, as a business, if you are looking for new clients, you […]

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(Almost) Everything you need to know about business networking groups in Surrey

The thing with networking is you need to keep turning up, certainly if, like me, you are new to an area and wanting to get known.  Once you are established, you can cut back on spending your days driving to one networking group after another. The initial challenge is working out which ones to go to. If you’re like me networking is the lifeblood of your business and you may need to go to many. I had great difficulty tracking down some groups when I first started looking in August (Google doesn’t throw them all up when you search for ‘networking in […]

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Business Networking – what’s that all about then?

In my new role with Business Doctors I’ve become the queen of networking. It’s a whole new world for me and it’s been fascinating. I’ve never had to network before; not actively in the way I do now and I’ve had to navigate the myriad of networking options available. The key, if you’re new to business networking, is to go to as many different meetings as possible to start off with to find which ones suit you best. If I’m really honest, I was dreading having to network; the thought of having to go into a room of strangers terrified […]

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