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Archived Blog posts

The Best Way to Lose Customers

Tags: customer experience, customer satisfaction, customer service, customer value, value proposition
Posted in Uncategorized

Consider your last rail journey.  Where did actual journey time fall in your list of priorities? (Unless, of course, the train was badly delayed or cancelled.)  Would the saving of 20 minutes to the journey time have come above getting a seat? Or a clean environment?  If you are anything like me I suspect not. [...]

November 25, 2010 by Helen Blake

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Revelation – Customers are human too

Tags: customer experience, customer service, value proposition
Posted in Uncategorized

Surprise, surprise! Customers are human beings with distinct personalities, needs and wants. Yet for largely commercial and expediency reasons most companies send exactly the same piece of communication to every customer. Some undertake a degree of customer segmentation which may result in a different offer or subtly changed wording in the communication. It may even [...]

November 16, 2010 by Helen Blake

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Social Media and Love have one thing in common – they both stimulate oxytocin

Tags: customer experience, social media, social media marketing, social networking, value
Posted in Uncategorized

The next time you tell someone that you love Social Media this might be a much truer statement than you realise. Oxytocin is the so called ‘cuddle hormone’ credited with forming the unshakable bond between mother and daughter and in stimulating empathy, trust and generosity. A recent nine year study by Paul Zak, Professor at [...]

August 3, 2010 by Cindy Barnes

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7 Ways to Grow Business through Customer Service

Tags: customer experience, customer loyalty, customer service, value proposition
Posted in Uncategorized

Do customers view the quality of customer service as a key factor in deciding whether to do business with you?   The answer may surprise you. Too many businesses still view customer service as a cost of doing business rather than as an opportunity to do more business. Consequently they outsource their customer service call centres [...]

August 3, 2010 by Cindy Barnes

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What happens in politics when you don’t have a value proposition

Tags: customer experience, hung parliament, uk election, value proposition
Posted in Uncategorized

Today’s Times newspaper shows a great example of what happens when you come up with a great idea, even ‘The Big Idea’, internally but fail to ask and test it with your customers, in this case UK voters.  A salutary lesson for all those internally made-up value propositions.  As we repeatedly say, you MUST engage [...]

May 8, 2010 by Cindy Barnes

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How to Invent a Profit

Tags: behavioural profiling, commercialisation, commercialising innovation, customer experience, entrepreneurship, innovation, innovators, left brain, marketing, R&D, right brain, sales, selling innovation, value proposition, whole brain teams
Posted in Uncategorized

“If Bill Gates had been British he’d be running the largest software company in Guildford by now.” A former Design Council chair once remarked. We seem to be great in the UK at innovation but not so good at bringing ideas to market and making a profit.  Why are we so bad at commercialising innovation? [...]

February 8, 2010 by Cindy Barnes

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8 Tips to Building a Sales Person’s Value Proposition?

Tags: co-created value, consultative selling, customer experience, sales person, Solutions, value proposition
Posted in Uncategorized

What is a sales person’s value proposition? This very interesting question was posed recently on LinkedIn.  The questioner asked: Is it Product Knowledge? Is It Customer Relationship? Is it Negotiation or Communications Skills? In this era of Web 2.0 – where buyers are better informed and demanding and have direct access to vendors and in [...]

January 17, 2010 by Cindy Barnes

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Culture Shock and the Customer Experience

Tags: book, culture, culture shock, customer experience, psychology, value proposition
Posted in Uncategorized

Laid up in bed before Christmas with the inevitable holiday flu, I was watching re-runs of QI, a very funny and clever British quiz show hosted by the wonderful Stephen Fry.  They were talking about Paris Syndrome which is the extreme culture shock experienced by Japanese tourists upon visiting Paris.  Apparently the difference in Latin [...]

January 5, 2010 by Cindy Barnes

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Consultative or Transactional Selling – is there anything in between anymore?

Tags: consultative selling, customer experience, transactional selling
Posted in Uncategorized

Waiting in my local florist last week I was struck by the increasing polarisation between sales styles. Being served was a young girl about to get married who was very emotional and wanted her wedding flowers to be ‘just perfect’ but she didn’t really know what she wanted. I listened as the very patient sales [...]

December 2, 2009 by Cindy Barnes

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More jam, anyone?

Tags: customer experience, psychology, value, value proposition
Posted in Uncategorized

Or, ‘how does having more to choose from affect your choice’? Have you ever felt so daunted by the amount of different things to choose from that you ended up not choosing anything at all? If so, you are not alone, as the results from the following experiment show. A stall was set up in [...]

July 16, 2009 by Cindy Barnes

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