What will your customers look like when lockdown is over?
COVID-19 is having a huge impact on the economy but it's the change to customers that will have the biggest impact on business.
Read MoreWhy do I keep banging on about 'Customer Service'?
Let's be honest, marketing pretty much never involves front line staff. It's a conversation between the brand and the customer... managed by an agency and/or a marketing department. Although 'People' are one of the 7 'Ps' of the Marketing Mix, when was the last time any of your marketing budget was allocated to training the people your customers actually deal with?
Read MoreAren't you forgetting someone?...
Everyone learns differently and takes advice from different places. Today I found something on the Herald that made me think about all the advice we're exposed to...
Debbie Mayo-Smith: How wrong are your marketing activities?
Read MoreEnding Us vs Them... How to fix your Customer Service Culture.
We've all experienced bad service. Usually the reasons for it fall into one of three categories:
Sometimes it’s a person to person thing, sometimes it’s a process or procedure thing, sometimes it’s a culture thing.
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