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(The Communards, 1986)
Where have all our customers gone? This often quoted statistic suggests... 68% of customers leave because of poor attitude or indifference on the part of the service provider  For completeness, of...
(Radiohead, 1998)
Consistency is key... but how consistent is your service delivery? McKinsey: The three Cs of customer satisfaction: Consistency, consistency, consistency Real life example.... I visit my local...
(Prince, 1987)
We all hope so. Especially when trying to engage with prospects in an endeavour to persuade them that our service (or product) is right for 'them'. Many of the businesses we work with really...
(Elvis Presley, 1962)
How accurate are your customer records? Or perhaps more importantly how 'complete' are they? In order to understand the business opportunity each of your existing customers offers you need to know a...
(Lionel Richie, 1984)
We've all done it... spent way to much time chasing up hot, lukewarm and even freezing cold 'prospects'. What about opportunities with existing clients? Gap Analysis.... It's not too tricky. Life...
(Cliff Richard, 1979)
Customers are desperate to give their opinion so businesses can serve them better (and stop wasting effort on activities which they perceive have limited value). The trouble is we all rely too much...
Take the time to engage
All business owners like to think they are doing a fantastic job; their clients are happy, sales are coming in and nobody is really complaining. But most of the time these business owners fail to...
Increase referrals for your business
The ‘Big Four’ Accountancy firms invoice more Management Consulting than Audit work. Their collective fee income now exceeds the ‘Big Four’ Management Consultancy Firms: BCG, Bain and Co, McKinsey...
Improving client satisfaction
Improving Client Satisfaction, Reducing Attrition, Cross Selling and Increase Referrals Most businesses have the tools to communicate, (Website, CRM, Email Marketing, Social Media), but almost none...

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