Research – It’s all about the evidence

Nowadays we have little opportunity to really get stuck into the detail of things. We’re all in such a rush to ‘do things’, that we never seem to stop and look at the evidence around us. We never look at the why or explanation, instead, we jump to the answer. A long, deep discussion with […]

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Is Brand Loyalty a myth?

Loyalty is a concept we’re all familiar with. It might even be a goal in our business plans. But to what extent is brand loyalty a reality or myth? Someone I know who’s in the home maintenance industry once remarked: ‘There is no loyalty in the services I provide.’ What he meant was there was […]

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Existing customers, not wanted?

You know that old chestnut about how it costs five times/six times/ten times* as much to recruit a new customer as it does to retain an existing customer. Of course everyone has heard it, but how many companies really understand it? It came to my mind once when I attempted to contact our home energy […]

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Independents and customer service

I like to support our local independent retailers. Unfortunately not for the first time they’ve come up short on customer service. I recall it well. The task in hand was to buy a new mattress. It’s not the sort of thing we buy every day, is it? One in-store poster suggested we should all be […]

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Out of the loop

Following on from our previous post about going on holiday… By coincidence, only a few days later, another client contact in another business informed me they were leaving their current role. Again, wasn’t this just the polite, helpful and a logical thing to do? But from recent experience it seems that this also a pretty […]

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