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Category Archives: Customer Communication

Essential Marketing – A.I. and Customer Service

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Friends, Randoms, Connected-men, The Truth Behind Online Relationships

A couple of years ago I wrote an article highlighting the fascinating work of anthropologist and psychologist Professor Robin Dunbar, supporting my view on hype surrounding the importance of the numbers of social media connections.  Dunbar’s research into the social interaction of apes combined with known historical factors of human behaviour led to a pretty definitive […]

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Networking Events Notworking? 7 Tips to Make Better Use of Your Time

It’s a damp Wednesday morning and you’ve been asked to attend a “networking” event and presentation at the other side of town. It’s with a group of business people you’ve not met before.  The thought doesn’t exactly fill you with dread but you do have a resigned feeling of déjà vu. The sat nav takes […]

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When Social Goes So Wrong – Reputation Management

One of the great benefits of social media is its instant connectivity and accessibility to so many individuals across the globe.  This benefit however can become a distinct disadvantage when things are not all rosy in the social media garden.             Let’s just look at a few examples.  Staff with […]

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Is Marketing Dead?

Headlines of a similar nature have been peppering business news feeds for a couple of years now.  It’s a dramatic supposition. A management function that has breathed its last, passed on, is no more, has ceased to be, expired and gone to meet its maker, stiff and bereft of life, it rests in peace.  Apologies […]

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Marketing – Is it really all about the 3 C’s – Content, Content, Content?

Pick up a copy of a business magazine, webinar, SEO whitepaper, workshop agenda or open one of those hundreds of marketing tip e-mails [not all such e-mails are the same of course 🙂 ] and the chances are you’ll not go far before the word “content” is mentioned. If you want your website to be […]

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Putting Theory Into Practice – Can Social Media Generate Business?

Consultants, coaches, business advisers and circuit speakers can frequently fall into a trap when handing out advice as they touch on subjects that they’ve lost touch with.  In the current cauldron of technological innovation and digital dependence that’s not all too surprising because they rarely have time to stop and revisit their thinking or more […]

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We all want to be Norm – 10 Tips to Build Stronger Customer Relationships

Back in the early 1980’s a US sit com hit our screens and almost immediately became a hit. Centred on a small bar in Boston the show introduced us to a series of characters who were the regulars and staff of “Cheers”. The theme song was catchy and used the phrase “Where everyone knows your […]

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Excellent Customer Service – Have You Got it Covered?

Having just returned from a trip to California I’m inspired to write about customer service.  Not that we encountered the very best at every turn, yes it was mostly very good but my TripAdvisor reviews did include the odd horror. Yes, even the great land of “awesomeness” and “super excitement” didn’t get it right all […]

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Knowing the Price of Everything and Value of Nothing

Oscar Wilde’s famous quote from his only published novel, The Picture of Dorian Gray, is one that intrigues me.  It can have a number of subtle meanings but within the novel it is specifically relating to the bartering of an item in Wardour Street . In the late 19th century this part of London was […]

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The Generations Game

A short while ago I was asked to present at a Practice Management Conference to owners and senior managers of law firms in the UK.  The brief for this event was to present on the challenge of engaging with younger clients.  A very topical issue not only for lawyers but many businesses facing the prospect […]

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The Power of Personal Branding

Later this year our first born turns 20.  Her generation has been the first to grow up in the “social” World we all now inhabit.  Migrating from MSN messenger a brief flirtation with MySpace before Facebook appeared on the scene.  Now she can count twitter, Instagram, Snapchat, Vine and Tumblr to the portfolio of sites […]

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Is the Marketing Plan a Dead Doc?

I sense that the traditional marketing planning process has taken something of a back seat in recent years.  I don’t have definitive proof just anecdotal comment from fellow marketers and business owners but I suspect there’s a trend developing. The main reasons for our failure to plan appear to be time, or rather the lack […]

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The Best of Times or the Worst of Times? – Surviving and Growing in an Unpredictable Period

I’m fed up with hearing that we’re living in “interesting times” we’re not.  We’re actually living in the times outlined by Dickens in a Tale of Two Cities.  I’m sure you all know the opening chapter of the book word for word but just to remind us…… It was the best of times, it was […]

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Spinning Plates, Juggling Balls & Shot Selection – How to Create an Effective Marketing Strategy

Devising a successful marketing plan hasn’t always been easy but your options were pretty straightforward.  Depending on budget and market your choices were clear and experience along with a good creative agency would go a long way to delivering results. Those factors of experience and creativity still exist but in the digital age we’re now […]

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