Blog
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How do you stand out from the crowd?
Customers are complicated. At times, we don’t understand why they do what they do, however there’s a reason for that – we can’t see things as they do. Stand in the customer’s shoes As the business owner, we’re focused on what we do – making, creating, designing, delivering our ‘thing’. We’re emotionally invested…
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Your Customer Experience needs to work end-to-end
Made.com are a design-led furniture brand, providing beautiful, contemporary furniture direct from the makers. They don’t have stores, there are no middlemen, and as a result they provide designer furniture at affordable prices. Over the years I’ve bought a lot of furniture from Made.com. I’m sitting writing this in my favourite armchair, a lovely…
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5 Customer Experience Predictions for 2017
2016 was the year that ‘Customer Experience‘ finally became part of the mainstream business lexicon. Every month, the business press ran stories on customer experience, like these on Forbes, Harvard Business Review and Inc. However, in the U.K. at least, evidence of companies delivering great customer experiences was pretty thin on the ground. Customer…
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How to create professional video for your business
Need professional looking video for your business? No problem— we’ve got you covered. In this article we’ll be sharing some tricks of the trade to ensure that you shoot the best looking video content that makes your business shine. So let’s get started! Use a Tripod There’s nothing worse than sloppily shot, shaky footage. Not only…
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Why you need to tell your story through video
In today’s digital age, the average person will scroll through thousands of social media posts a day without so much as a double take— so what can you do to make sure that your content stands out from the crowd? Here are a few pointers on how you can do just that. With a huge amount…
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The E-word
Michael Gerber wrote the best-selling book, The E-Myth, way back in the 90s. It’s a book that most entrepreneurs and business owners should read. But Entrepreneur isn’t the E-word that I want to talk about today. No, mine is a different ‘E-word’ altogether. But first I want to tell you a story. …
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How do you reduce customer churn?
Customer churn is the bane of many business lives. Churn rate is a measure of customer attrition, and is defined as the number of customers who discontinue a service during a specified time period divided by the average total number of customers over that same time period. In the UK, the average churn rate…
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Want to grow your business? Stop spending money on marketing!
I’m serious! If you want to grow your business, then cut your marketing budget. There, I said it again. Last year, US businesses spent $500bn on marketing, and only $9bn on customer service. That’s a staggering difference. Here are some more stats: 84% of customers expect you to let them down. We’ve become…
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What can we learn from American Customer Service?
On 12th September Joanna and I flew out to New York to spend a week in the Big Apple for our 25th wedding anniversary. It’s a city we’ve always wanted to visit, so it seemed fitting that we go there to celebrate such a landmark occasion. Of course, as well as spending time with…
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Episode #99 of the MPAF Podcast
This week I spoke with Roger Edwards, host of the MPAF Podcast, about the power of customer experience to transform your business. We talked about financial & professional services and why they typically deliver such bad experiences. We also explored tools such as Rip+Mix that can help us to think differently as well as…
