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Forgotten Facts & Fantasies of Customer Delight
If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time...
View ArticleHow to Go From a Good to a Great Website: Engage and Convert More Successfully
What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers? The answers to these questions will help you to publish a successful...
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How a Company Reacts to a Crisis Says a Lot About its Customer Centricity
In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as I write this, it seems that a fifteen...
View ArticleHalloween Scares & Solutions for Marketing
Halloween is coming, even earlier than usual this year, judging from all the retail displays already in the shops! Although it is now more associated with children dressing up in scary costumes and...
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For Greater Customer Satisfaction, Should Marketers Answer Their Needs or...
In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation”. He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization...
View ArticleFive Essentials of Customer Service Excellence
Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service. That morning Lionel was on duty and I...
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Are you Jeopardising your Customers’ Loyalty? Or is it Going to Disappear...
As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This week is no exception. I want to share with you some examples...
View ArticleNo Trust without Respect: 7 Rules to Winning Customers
I got an email this week that was just so wrong I almost replied to it offering my help to the sender, as he clearly needed it. The email started, “Hello Deny, I will keep my introduction brief. I’m...
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4 “Free” Ways to Connect with Customers for World-Class Understanding
Last week I spoke about five of the most important actions you can take when starting your journey to improved customer centricity. If you missed it, you can read the post here; it will be good...
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How to Use Marketing Quotes to Inspire and Catalyse Action
Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into...
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Marketers, Do You Know Everything You Should? From the 5Ps to the 7Qs.
Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk...
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How a Company Reacts to a Crisis Says a Lot About its Customer Centricity
In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as I write this, it seems that a fifteen...
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Clues to a Remarkable Brand Story
Stories exist in all cultures. They have developed down through the ages as a means of transferring knowledge, long before books and now the web enabled their storage. Today’s information-rich world...
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