This is the ninth in 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’. You can pick up an electronic copy of the book for free by clicking on the SECOND button down in the left hand column or by clicking here.
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 last interview in the series was with Alison Fydler of Firefish and is featured in Customer loyalty comes from loving your business and having pride in doing the best that you can.
This time round it is the turn of Grahame Lake of PSP Rare. The business was founded in 2002 and has grown to around £4million in revenue and 23 employees over the last 10 years. PSP Rare considers itself a small, but perfectly formed content agency, where they commission, create and design editorial content for Magazines, Websites, SEO, Digital PR and Social Networking for a broad range of clients in the Charity, Consumer, Business to Business and Government sectors.
They have worked for clients as diverse as Somerfield Stores, Kia Motors, British Heart Foundation, The Royal Society, UK Trade and Investment, Training and Development Agency for Schools and Adobe.
Grahame Lake, PSP Rare’s Managing Director, 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.
Grahame also shared with some insights on what he believes they do that has helped them build a truly customer-focused business and team. Here are some of his insights:
This is another 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?
Thanks to write pictures for the image.
Note: I write these posts because I am passionate about great service and helping companies get more value and growth out of the customer relationships they already have. If you’d like to find out more about how I do that then get in touch here. Alternatively, sign up for my monthly newsletter here.