Demanding, informed, yet seeking constant validation, today’s customer is complex – especially when it comes to discretionary purchases. Flitting between store and online, for these boomerang customers 60 per cent to 70 per cent of the decision making process will have occurred before any direct retailer interaction. And when product information, from reviews to social
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The modern customer journey
by Owen Gough • • 0 Comments
Demanding, informed, yet seeking constant validation, today’s customer is complex – especially when it comes to discretionary purchases. Flitting between store and online, for these boomerang customers 60 per cent to 70 per cent of the decision making process will have occurred before any direct retailer interaction. And when product information, from reviews to social
The post The modern customer journey appeared first on Small Business.
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How to start your e-commerce journey on the right foot
by Owen Gough • • 0 Comments
Most retail businesses recognise the importance of selling online. However, many risk missing opportunities to generate more sales by rushing into setting up their internet store without putting a proper strategy in place. Before making your digital debut, think carefully about key details to make your website work as hard as possible. These include identifying
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The value of a CRM system for small businesses
by Owen Gough • • 0 Comments
A term first coined in the 1990s, Customer Relationship Management (CRM) simply and unsurprisingly refers to the methods a company uses to manage its relationship with its customers. More commonly today, the term CRM generally applies to the IT systems used within businesses to keep track of customer information. The CRM system market is extensive,
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Customer complaints – how to manage your customers
by Owen Gough • • 0 Comments
Nobody likes to receive a customer complaint, but you should take them on the chin, regardless of how you feel about them, and deal with them…properly. Managing the customer You have to believe the old adage: ‘the customer is always right’, because in their eyes, regardless of what’s gone on behind the scenes, they are.
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How is loyalty changing the way we shop and experience brands?
by Owen Gough • • 0 Comments
Customer loyalty is crucial to the success of a business, no matter what size. Any business owner knows that it’s better to encourage customers to return rather than always looking outwards for new business, as acquiring new customers can cost 500 per cent more than retaining them. However, loyalty is not created as a simple
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A beginner’s guide to sales prospecting
by Owen Gough • • 0 Comments
Prospecting is an essential part of an efficient sales process. In the traditional sense of the word, prospecting meant sifting through silt and dirt for nuggets of gold and other precious materials. Now, in the world 21st century business, we’re sifting through piles of leads to find the ones that are most likely to turn
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Procrastination is costing European business millions in revenue
by Owen Gough • • 0 Comments
New research, based on analysis of a proprietary database comprised of billions of sales interactions, that calculates the true impact of procrastination on business-to-business sales, from InsideSales.com. The conclusions challenge a foundational tenet of conventional sales wisdom and calls for companies to rethink their deal closing strategies. The study reveals that end-of-month selling behaviours common
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HR tips for small business leaders (in growth mode)
by Owen Gough • • 0 Comments
Every firm starts somewhere. Not too long ago even Facebook, now some 17,000+ employees strong, was just Mark Zuckerberg and a small cohort of believers. Regardless of how amazing your product is, the success of your growth story will largely depend on your people power. Before you begin ‘operation: expand’, commit to nurturing a healthy
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The end of shopping around? Engaging in the customer experience
by Owen Gough • • 0 Comments
As new online research finds online fashion shoppers’ rarely look beyond three favourite stores, with youthful shoppers least likely to shop around, retailers must look beyond price – to deliver a highly relevant, tailored experience. Conventional wisdom tells us that the internet is where consumers go to look for bargains. It’s where they shop around
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