I think I should start this rather curious tale by mentioning that the rear lawn area of Lowe Towers is bordered by a field on which I allow a local lady to graze her sheep. This is not usually an… Continue Reading
I returned in the middle of last week from a particularly fine New Years celebration, which we spent, again, with my good friend Ali Campbell by Loch Lomond. There are few things as fine as a New Years spent north… Continue Reading
Clearly there’s a couple of messages here – firstly that assuming you’re doing something properly because it’s same way you’ve always done it, though something I know we’re all guilty of some times, is not really the way to be doing things… Continue Reading
There have been some strange arrivals here in the last couple of weeks … First of all, a Scotsman sent me a knife in the post… Normally, I wouldn’t necessarily consider this a good thing … however as it was… Continue Reading
Take for instance online gaming … not my field of expertise, and probably not yours either … but if I asked you to think of a ‘gamer’, you probably would have in mind a male, probably late teens to mid twenties with a poor attempt at facial hair and minimal social skills… Continue Reading
Of course these issues are in the process of being sorted out, but the lesson for us here is to always make sure that, unlike this bunch of rudderless buffoons, what you deliver in your business is every bit as good as whatever it was you showed them prior to taking their money. Continue Reading
Here at HQ, we are often asked when the optimum time is to send that email, or that piece of printed mail so it gets the best response and for maximum impact – or to put it another way … to get the greatest number of sales and make the most money ?
Well … the answer, I’m afraid, is not a short one. Continue Reading
The ‘Pièce de Résistance’ of utter daftness though, is when we see something that not only inconveniences the customer, serves no purpose whatsoever AND potentially costs the company that makes it both customers and money… Continue Reading
Which did, of course, start the debate here at HQ … with all the other platforms around (principally Facebook) that you can display & communicate on, usually for free … why would you go to the time and expense of actually having a website? Continue Reading
It seems these days we can have pretty much anything we want, delivered or downloaded to wherever we happen to be, in just a matter of moments … my question today is – because we can do things ten times faster than we could five years ago… does that present just as many issues for us as when things arrived really slowly – quite literally, bit by bit…? Continue Reading
What’s the lesson here? … when you mess up badly, (something we all do occasionally) and the customer comes up with a simple way to make it ‘right’ … then just do it an don’t try and be clever. Continue Reading
Seminars … Meetings … Bootcamps … Workshops. Call them whatever you want – I have been there at literally hundreds of them.
At some point, usually just before the first coffee break … somebody will be talking about the challenges we all face in this business and utter the phrase ‘there’s too much information out there’ or complain about ‘information overload’ … and nearly everybody else in the room will nod sagely. Continue Reading
Today, I’d like to talk about customer experience. Getting a customer ‘in the door’ either physically or figuratively is probably one of the most expensive and labour intensive things you have to do … so when they’re there it’s key that they leave happy, and are likely to come back again, preferably quite regularly, and ideally for bigger and better things as your relationship with them grows. Continue Reading