Gil Scott Heron and the Net Promoter Score

Gil Scott Heron and the Net Promoter Score (NPS) approach to surveying your customers who would have guessed that the two could get linked up? I was surprised too. Let me tell you how it happened. Last Wednesday, Hana and myself went to see Gil Scott Heron play at Somerset House in London. We had missed his gigs at the Royal Festival Hall in London earlier in the year so we were excited to hear that he was going to

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Does the key to your real passion lie in what continually frustrates you?

I talk to business owners, executives and entrepreneurs all of the time and one of the key differences between those that are successful and those are not is their passion for what they do. However, finding your passion is not always as easy as it sounds. Too many times I have heard people that declare that their passion is this or that but all I hear is words and the real passion is missing. Passion, for me, isn’t about words

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Business networking online is great, face to face is better

Business networking online has exploded over the course of the last few years with Social Media sites like Facebook, Linked In, forums, blogs etc and has allowed many business owners to extend their far beyond their normal horizons. However, I think many businesses can miss an opportunity to build those relationships even further by taking their online relationships and build, extend and deepen them through offline and face to face networking, where possible. Let me give you an example. Over

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Your Business Growth 6-Monthly Check-Up

We are fast approaching the mid-point of the year and, like going to the dentist for a check-up every 6 months, it’s time to do a check-up on your business and how you are doing against your growth plans. How are you doing relative to the targets you set at the beginning of the year? How often are you reviewing progress? It’s one of the key things that high-performing teams and their leaders do on a consistent basis is to

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Why Do Your Customers Buy From You?

Do you understand why your customers buy from you? Is it because your product or service is the best of its kind? Personally, I don’t believe that people buy things because they are the best. I think the reasoning goes much deeper than that. I believe that they buy things because of two reasons: The problem that the purchase helps them solve; and The feelings that they get from the purchase. Let me explain. Solutions to problems means delivering the

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When acquiring customers create your own luck by always following up

When thinking about your customer acquisition strategies, do you have a specific strategy for following up with potential, new customers if they have said ‘No’ or ‘Not right now’ or ‘I’d like to think about it’? It always surprises me how few businesses have systems or approaches to following up with potential customers who were not quite ready to buy when you met them. When you take into account the number of different personality types and buying styles that exist

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If you extended it by one what would that mean to you?

One of the most important and oft overlooked metrics, I come across when I speak to CEOs, MDs and entrepreneurs is the knowledge of the lifetime value of each of their customers. Too often companies are focused on generating new customers through new marketing and sales campaigns. However, it is (almost) always preferable and more profitable to nurture and develop an existing client relationship rather than find and develop a new relationship. To highlight just how important this factor is,

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Are you listening? Listen more to improve customer service, sales, productivity and growth

Are You listening? Listen more to improve customer service, sales, productivity and growth This article is about improving and growing all parts of our businesses by listening. One of the biggest challenges in relationships, whether in teams, business, sales, social, family or personal, is that they don’t listen as much as they should.  Listening is different to hearing.  Hearing is something that we do with our ears whilst listening is something that we do with our brains.  More often or

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Rocks in a glass and our party

Given that its the first workday after our (Hana, my partner, and mine) 40th birthday party, I thought this would be an appropriate post. It’s an old favourite but worth sharing again. Pay attention to the things that are critical to your happiness Pay attention to the things that are critical to your happiness. Play with your children. Take time to get medical checkups. Take your partner out dancing. There will always be time to go to work, clean the

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Punk CX cover

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