This is the second of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses ‘build better relationships with their customers and their people’.
The interviews were included to supplement my own thoughts and experience and add richness, depth and context. In the interviews, I asked them what they have done to drive their business’ success, customer focus and how they have built their employee and customer engagement.
The first interview was with Andrew Beale of Beales Hotels and is featured in Longevity of ownership and staff service are two main keys to building customer retention and loyalty
The second interview was with Stephen Waddington of Speed Communications. Launched in March 2009, Speed is a PR consultancy that that advises brands how to manage their reputation in print, broadcast, online and social media. Formed by bringing together the teams of BMA Communications, Custard PR, Lighthouse PR, Mantra PR and Rainier PR it specialises in the consumer, technology, business and corporate sectors. Speed is run by Stephen Waddington and Steve Earl as joint Managing Directors and employs 50 people. Stephen also writes an award-winning blog at Wadd’s PR and Media Blog.
Stephen agreed to talk to us and share some insights about what has made his business so successful in retaining customers, building a great team and driving repeat business and growth.
In our interview, Stephen shared some insights on what he believes they do, at Speed, that has helped them build a truly customer-focused business and team. Here are some of his insights:
This is a great example of an established business that is leading its industry, empowering its team and delivering value for its customers.
Can you learn anything from their approach?