What’s the RoI of your customer retention programme?

Business growth generally boils down to two things: How many new customers you can acquire (customer acquisition); and How long you can keep your existing customers for (customer retention). The balance of your focus will depend largely on the stage of development of your business but the aim should be to make sure that you are acquiring new customers faster than you are losing them. Recently, I was reading Taking A Customer From Like To Love: The UX Of Long-Term

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What are going to be your strategic pillars or themes for 2012?

Last year at this time, I wrote about my Three strategic pillars for 2011. This was inspired by Seth Godin’s post Year in review, Lyn Thain’s post here, and an idea from Chris Brogan about themes. Chriss suggests that what works for him is to pick and focus on 3 themes in your business and life that you want to develop. In my post (Three strategic pillars for 2011), I stated that my three themes would be: Create Curate Community

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What’s going to make you stand out?

I’ve had a couple of conversations over the last couple of weeks that have concerned strategy, what it is and what businesses and/or people need to do to get a good one. The first conversation was with my friend, Mark, who was telling me about a corporate client of his that was bemoaning the fact that he had just had some feedback from colleagues and managers that said he was not being ‘strategic enough’. ‘What does that mean?!’, he asked

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Do Grameen Bank and Facebook offer lessons on how to scale a customer centric business?

This is one of my favourite quotes of all time: “You can have everything you want in life if you will just help enough people get what they want’ Zig Ziglar from his 1975 book ‘See You At The Top‘ So, when I heard the following: “The point of business is not really to make money; the point of business is to help people live better lives – and if you do that, people will give you money” Charles Leadbeater

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Recruit the best employees, and the customers will recruit themselves.

Over the last couple of days, I have been thinking about businesses that I have experienced before and what I have liked about them, what made them great and what made me want to use them again. Pondering this, a memory of a time that I first lived in London in the mid-1990s came back to me. What I remembered was going to Tokyo Diner, just off Leicester Square in the centre of London, for the first time in 1995

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Customer Experience, Back to Basics and Creating a Customer Focused Business – Interview with Syed Hasan of Responsetek

This is the fifth in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. Previously, I spoke to Scott Gould of Like Minds, Aaron+Gould and Scott Gould & friends about leadership, building communities and the world of social media. Today, I want to introduce you to Syed Hasan, CEO of ResponseTek, who

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Is your marketing both interesting and interested?

I was talking about the changing nature of marketing the other day with a client and were talking about how it is getting harder and harder to generate results via traditional approaches to marketing these days. Luckily, he is now a client and we are working together to help him get more out of his marketing. That’s a different story so back to the post. Anyway, what we were talking about was how marketing is moving from being something that

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Shackled by the skills crunch, a fish (business) rots from the head down

Today I wanted to share with you a startling set of results that recently came out of the Institute of Directors (IoD) and a phrase that can help us think about how we go about applying this to our businesses. The results of the survey are striking in that they imply that employers are struggling with skills on 3 fronts: To fill the vacancies they have because of a shortage of skills in the wider workforce; To fill the gaps

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Blogging, business, outsourcing and other stuff – Interview with Chris Ducker of Virtual Business Lifestyle

Today is an exciting day as today is the next in the interview series and the first video interview of the series . So, without further ado I’d like to welcome Chris Ducker of Virtualbusinesslifestyle.com, a top blog with a sub 100,000 Alexa ranking. Chris is originally from the UK and now lives out in the Philippines where he runs his own company, Live2Sell, offering great quality inbound and outbound call centre services, as well as other Business Process Outsourcing

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