If you write the word “crisis” in Chinese, there are two characters. One means danger and the other opportunity. Obviously COVID-19 is affecting every business, every worker and every person in the world. And while safeguarding yourself and your people should be priority number one, smart businesses are already looking for opportunities to better prepare … Continued
If you write the word “crisis” in Chinese, there are two characters. One means danger and the other opportunity. For leisure and entertainment businesses around the world, this is a pretty scary and uncertain time. The challenges of the next few weeks and months are among some of the biggest many will face in their … Continued
There are two ways to do customer acquisition: broad, or deep. When you go broad, you spread the word about your business across many different channels, giving you the benefit of really “owning” your brand’s reputation. When you go deep, you make a lasting impact on a smaller number of people, and you have the … Continued
It’s the big question on the mind of every forward-thinking business owner or manager: why do I lose customers? Some customer churn, like employee churn, is completely natural even for the most successful businesses. Factors outside your control make it impossible to retain everyone who walks through your doors (real or virtual). But there are … Continued
(Updated 27 March 2020, 9am CET) As I enter my third week working from home, Los Angeles looks as it never has before in most of our lifetimes. With California in complete lockdown it must be said that a lot of the scenes and news streaming from here and around the world is just crazy. … Continued
Across North America and the rest of the world right now, the way each of us live, interact and do business has changed. Writing this working from my home for the fourth week now, it seems that nothing is as it was at the start of March. In Canada and the US, we’ve seen the … Continued
Customer experience has a very real impact on your company’s bottom line. It affects customer churn, medium-to-long revenue and even your company’s reputation. According to a Deloitte study, “client-centric companies are 60% more profitable compared to companies not focused on the customer”. In this guide to customer experience we’ll look at definitions, why it’s important … Continued
Customer experience, often shortened simply to CX, is the relationship that a customer has with a business. It’s multi-dimensional, including everything from overall satisfaction with your product or service to satisfaction with how you respond and communicate. And it’s exceptionally important. Across the consumer pool, 86% are willing to pay more money for a great … Continued
You’re probably well aware of the standard customer acquisition funnel. This funnel, which represents the traditional flow of customers from leads to buyers, is a way to target your marketing practices and centre in on the things that you need to do in order to turn more potential buyers into actual buyers. And while having … Continued
Your employee value proposition (EVP) is your pitch on why someone should want to work for you. It’s crucial for bringing in top talent, and one of your best assets when it comes to building a productive team. There are a lot of benefits to building an EVP — both in the process itself and … Continued
