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A little thing.
A little thing.

Saying thank you will do more for you than just deliver an emotional high. In fact, giving thanks has been shown to make people more desirable socially, as well as more respected and competent…
The power of Surprise and Delight

I was surprised to realise that the thing our guests loved the most about our Airbnb was simply the way we like to live - with our animals all relatively free to mingle and move about the property, getting cuddles and snacks along the way. And the simplest thing gave me that insight - Customer Reviews!
COVID-19 Survey Results Part 2.

How has the COVID-19 pandemic and subsequent lockdown affected how we use media?

COVID-19 Survey Results
COVID-19 Survey Results

Did you take our COVID-19 survey? Well, as promised, here are the results.

What will your customers look like when lockdown is over?
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.
Marketing Law - Watch-outs

We certainly don’t replace a corporate lawyer, but we do know a thing or two about keeping on the straight and narrow. One thing we do to stay across our responsibilities as Marketers is invest in constant up-skilling. Gemma recently attended the MA Marketing Law seminar on our behalf and brought back the skinny on watch-outs for Responsible Marketers:
Understanding The Customer

NO MATTER HOW GREAT YOUR RELATIONSHIP WITH THE CUSTOMER, LOVED YOUR PRODUCT OR LOW YOUR CHURN IS, ANY BUSINESS IS GOING TO NEED NEW CUSTOMERS SOMETIMES.

So let’s take a look at how understanding the ones you have helps you get more.
Why 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?
Spammy Mc Scammingtons

What do you do when you get an email telling you your website is broken, not showing in search or missing out on conversions? Emails like this are designed to strike fear into the hearts of business owners and my clients get them all the time… so do I.

Here are some quick tips on how to separate the scam emails from the genuine ones:
Why We Need To Put Our Customers Front and Centre

Most of us exist as businesses because we saw a need and we created a product to fill it. Therefore it follows that the easiest way into a customer's consideration set is by positioning the product as what they're looking for. Yet somehow we tend to get caught up in our wonderful product and the journey we are on as a business and forget why we took those very first steps.