Tag Archive: Sales

All You Need for 2017

My first newsletter of 2017 has a new look and a new focus. It’s inspired by a quotation given to me by my friend, futurist Nick Price:

“Customer Experience isn’t simply the quality & arrangement of assets. It’s their orchestration.”

So this month’s newsletter reflects three aspects of my mission:

“I help organisations orchestrate their assets so that everyone and everything plays to their full potential.”

Triple Your Customers’ Joy! Part Two: The final piece of the ‘Value Jigsaw’.

The visitors have left the building! What happens next?

In Part One of this guest blog post series we looked at ways to build anticipation for your customers to maximise the value you give even before you meet them in person.

Today I want you to think about what happens after your visitors have gone back home. How can you keep your relationship going and entice them to return again?

Triple your Customers’ Joy! Part One: Building Anticipation

So it’s Summer holiday season… How are you helping your customers to plan their visit, to prepare for their experience and build anticipation? How can you start to add value before they even cross the threshold of your premises?

In the first of two guest posts, marketing expert Anwen Cooper offers some top tips that you could apply in your business.

Customer Experience: What We Need Now is People Being Nice to One Another

Well it’s been quite a few days here in the UK: there are more questions than answers, and uncertainty – that enemy of business confidence and growth – seems set to be with us for at least the next few months, if not years.

So what should business do for the best?

I had two experiences last week that showed, simply yet dramatically, where business’ focus should be over the foreseeable future: on engaging and empowering people to deliver memorable Customer Experiences.

Better customer feedback management could boost revenue by £2bn

In a new report, Barclays predicts that if businesses become more responsive to online feedback the hospitality and leisure sector can add £2bn to the UK economy with the impact on the supply chain contributing a further £1.2bn.

Add that to the 2015 report, by workforce charity People 1st, showing that a 1% uplift in productivity could generate £1.4bn of extra revenue, and it is plain that there’s more upside than downside for organisations that focus on Customer Experience.

Customer Experience: So, What Is It That You Do, Exactly?

I’m often asked to explain what exactly it is that I do.

The short answer is: I help Retail, Tourism and Hospitality organisations increase sales, productivity and profitability through creating POSITIVE Customer Experiences, Communication and Leadership.

The next question is, what’s “Customer Experience” – how does it differ from “Customer Service?”

Do You Know What Your Customer Experience is Costing You?

I visited a museum at the weekend – just scraping in on the last day of a heavily-promoted, blockbuster exhibition.

As I waited at the ticket desk, I noticed that, despite there being a queue, only one team member was selling tickets – and yet there were four team members behind that desk. Two of the other three were having a chat; the other was (there’s no other word for it) slumped in her chair, staring into space.

The exhibition was great – I’d recommend it to you, but it’s over!

Also over is the massive opportunity the museum had to maximise its return on investment…

BHS: Two Lessons For Every Business

Iconic retailer BHS has entered administration this morning, putting up to 11,000 jobs at risk, making it the biggest retail casualty since Woolworths. This sad news comes as no surprise however. Ever since… Continue reading

Are You an Icon?

The power of image was shown at its strongest this week, when the Duke and Duchess of Cambridge posed for photographs in front of the Taj Mahal, on the very bench where, 24 years earlier, William’s mother Diana had created one of the most iconic images ever of a failing marriage.

A picture is worth a thousand words.

I’m not saying that you, or your business, are or needs to be “iconic”.

That said, I wonder what you could do to make your business more memorable?

Three Ways to Know Customers Better

I’ve just read an interesting article about how Top Shop is using technology to redesign its stores based on customers’ use of smartphones. Apparently “the system will allow retailers, shopping centres and other venues to gain easier access to customer movement data and to more effectively monetise their assets”. OK – so that’s one way to know Customers better: as some supermarket chains are also doing, you can use technology to monitor their movements, and what, and when, they buy. Then you can realign your store accordingly.

The problem with that approach, is that you will learn what they buy, but not why they buy.