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Well maybe you don’t ‘love’ all your customers. But they are worth a call every once in a while… Think about it, would your customers offer similar opportunities as a result on one simple phone call… Accountant… retained client in the process of leaving, generated fee income of £130,000 over 2 years (ROI, 3714:1) Furniture […]

We are constantly reminded that ‘content’ will save day and be the real hero in our marketing and business development efforts. It’s simple, all we need is something ‘fresh and relevant’… However, for many businesses the reality is… Content has become the ‘villain of the piece’. The material you have to hand is neither ‘fresh’

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 the remaining.. 14% are turned away by product or service dissatisfaction 14% are lured by a competitor 3% move 1% cease trading The reality

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 garage for the first time looking for a replacement bulb. I’m pleasantly surprised that I get this supplied and fitted free of charge. What do I do next?

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 struggle to identify what makes them ‘different’. It can’t be “great customer service” because every business should offer that. Nor can

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 little bit more than their name, address, email etc. It’s well recognised that the more you know about an individual’s personal preferences the

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 moves on, service offers change. We all need to be sure our customers actually know how we can help them. What ‘services’ do they buy from

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 on ‘remote communication’ rather than good old fashioned ‘talking to each other’. Based on recent research (hundreds of interviews) we know that a

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 simply ask their customers what they really think of the service being provided. We recently conducted a Client Engagement Audit, this is

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 and Accenture. How can you achieve greater fee income for delivering Business Advisory services. Improving Client Satisfaction, Reducing Attrition, Cross Selling and Increase Referrals. Most businesses