Understand how people can react – whether they take control of themselves, or abdicate responsibility… There is a simple, but useful tool that helps you to understand how people respond to situations, and to anticipate their likely behavior. It can also help you identify those who are likely to be winners and losers. This tool […]
VIEW POSTHow to determine what your priorities are, and how to execute with excellence using a simple tool. Not only are our organizations undergoing an accelerating of change, but so are our customers. In this increasingly competitive environment we have to be more relevant, and provide greater value, if we are to retain these customers. In […]
VIEW POSTHow to Optimize When Managing Costs By: Andrew Cooke, Blue Sky GPS How to identify which costs need to be addressed, their importance and impact, and how to develop and prioritize your cost management program for the optimal effect. Many businesses are concerned with the changes that are occurring in their marketplaces. Changes in […]
VIEW POSTHow reducing customer churn can improve profit… Customer churn occurs when customers or subscribers stop doing business with a company or service It is normally described as the percentage of your total customers who have left you. So, reducing your customer churn can help your improve your profit by addressing two elements: Costs – the […]
VIEW POSTIn times of challenges and uncertainty, supervisors might be experiencing an increase in the number of difficult conversations with their staff. These could include delivering bad news about an employee’s job, informing staff about work restructuring, or discussing other complicated and stressful work situations. Preparing for the conversation Before going into the conversation, ask yourself […]
VIEW POSTHow to make it easy for prospects and customers to buy….. A customer journey map is a very simple idea: a diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination. The more touch-points you […]
VIEW POST3 reasons why the customer is not always right One of the oldest adages for customer experience and customer service is “The customer is always right!”. Sorry, I don’t hold with that. Why? People assume that it is better to keep a customer rather than alienate a customer. But often this is not the best […]
VIEW POSTBuilding a stronger business through network effects & collaboration Network effects are becoming increasingly important for businesses; especially those involved in technology, as by understanding them you can not only build better products but also a better business. A network effect occurs when a product or service becomes more valuable to its users as more […]
VIEW POSTHow to ask customers for feedback to build better relationships and drive sales Too often businesses adopt pessimistic mindsets when using customer surveys, with the surveys being focused on problems and what has gone wrong – your “land mines”. This is so the business can identify what has gone wrong, focus on what can be […]
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