How You Can Gain a Competitive Advantage with Customer Happiness

How You Can Gain a Competitive Advantage with Customer Happiness

The people that buy from you are the lifeblood of your business. Without them, your company would cease to operate. In fact, Forbes reports that 80% of new businesses crash and burn within 18 months of startup because entrepreneurs don’t understand their customers or how to retain them. To drive home the point, Geoff Graham, CEO of GuildQuality, a customer survey organisation, analysed 10 000 customer surveys over a period of 3 years and found that service providers who give the best customer experiences are 10 times more likely to stay in business than those who provide a substandard service. Customers have power, they know more, they expect more that’s why it’s important to understand the significance of customer experience, why it matters and the role of business processes for a reformation of the customer journey. What is Customer Experience? Customer experience is the perception of the customer of their interaction with the company who provides a product or service to them, for the duration of their relationship. The customer experience includes all the touchpoints in the customer’s journey with you. It is the sum of all parts.   A typical example of the customer experience would include: The initial enquiry by the customer The follow-up emails sent via your email marketing software The sales process The way the service/product is delivered The after-sales process The customer support experienced when encountering a hiccup The survey sent after receiving customer support Why Customer Experience Matters By 2020, customer experience will be more important in your customer’s buying decisions than the actual product, or it’s price, and the majority of people...
How to Avoid Costly Mistakes in Your Business

How to Avoid Costly Mistakes in Your Business

There are way too many businesses without well thought through processes; it can be so plainly obvious especially if you are on the receiving end. So I want to explore this a little and point out the impact of not having business systems and processes in place. In that vein…I’m sure you have experienced bad service or been let down in the past. These are the businesses that give you the wrong information or don’t get back to you. These are the businesses that you never return to. Sure, many businesses get away with it, but at a cost. They lose out to their competitors and miss out on profit. Not to mention, it’s much harder to run a business that doesn’t have business systems in place compared to one that does. We know that businesses worth millions are built with efficient business systems, but what about the smaller businesses; how can they build systems and improve efficiency? Mistakes happen in every business: sometimes things happen that are out of our control. But with first class systems and processes in place, most mistakes are avoidable. Every business benefits from having their core business processes optimised and documented. Let’s take a look at a simple case study and how a core process plays out; the “New Client Booking and Service” process: Case Study: Sally’s Hair Salon Here’s What Happened Monica decides to try the new hairdresser in town; so she makes an appointment for a haircut over the phone. Jesse takes the booking and is friendly and polite. Monica arrives for her appointment; she is quietly excited as she has...
Systemising Your Business Is What Brings Freedom

Systemising Your Business Is What Brings Freedom

Systemising your business is what brings freedom. The freedom to have the time to grow your business, freedom to spend more time with family and friends. The time to simply enjoy life. To create freedom, well it requires putting systems in place that allows your business to operate by itself. Without you. If you are like most business people, you work too many hours with little if no advancement in your business. The majority of people who start businesses did so because they didn’t want to work for someone else. They have what Michael Gerber in the E-Myth describes as the “Entrepreneurial Seizure”. They strive for the freedom to work on their own terms. The harsh reality is that they move from the position of doing a job that they were highly qualified to do, to doing the same job but with many more roles of which they have no knowledge or experience of. Now things become hard and they find themselves in a fair bit of trouble. The reality of entrepreneurship is that four in ten startups fail within five years. Statistics show that the most common reason for failure is incompetence, and within that is a lack of planning. Get Quality Help You Can Depend On The brutal truth is that most entrepreneurs do not experience freedom anytime soon after starting a business. Instead, they are tied to their desks, working harder than they’ve ever worked before. Entrepreneurs need help. They can’t do it all themselves. But business owners and entrepreneurs have one common concern: that getting help means things won’t be done as well and they...
Why Businesses Worth Millions Are Built With Efficient Systems

Why Businesses Worth Millions Are Built With Efficient Systems

The best companies in the world, are built by design, with highly efficient systems. That is, they are built with specific ways of taking action in order to get specific results. This could mean incorporating procedures, processes, or methodologies. Businesses that are worth millions would not enjoy the success they do if they did not put efficient systems in place. Walmart’s Supply Chain System Take Walmart. With an annual revenue of $134,4 billion (in 2016), they make more money than any other company in the world. Furthermore, they stock products that are made in more than 70 countries, have over 11,000 stores in 27 countries, and on average, manage an inventory of $32 billion. To accomplish all this successfully, they’d need to incorporate methods of organisation. And they did, from the get-go. In fact, many universities teach about Walmart’s infamous supply chain with its many triads of global suppliers, warehouses, and retail stores behaving almost as if it were one single company. Systems At The Core of McDonald’s Success Whatever you may think of their food, McDonald’s is the most successful restaurant chain in the world. Ray Kroc, the founder of McDonald’s restaurants, created the McDonalds System on which the entire chain was built. His vision was unique: to provide food of high quality and which would taste the same everywhere. And it does, because franchises follow strict standards and processes in order to achieve that goal. Everything is systemised, from hygiene to office procedures to making burgers. The results are: Decreased staff costs Minimal customer waiting time Continuous order flows Staff getting more done in less time Exceptional...
What is a Brand Style Guide and Why is it Important?

What is a Brand Style Guide and Why is it Important?

Consistent brand style guide Creating a consistent brand style guide can set a business apart from its competitors. It helps establish business identity by setting the tone and voice within an organisation and ensures a business stays on brand. Consistency is the key to ensuring that all business departments are on the same track, brand messaging may suffer if guidelines are not set in place. Formulating a consistent brand style guide is achievable by creating a set of guidelines, better known as a Style Guide, for team members to follow. A style guide is intended to answer immediate questions that may arise pertaining to brand communication. Creating a style guide helps save time and effort in resolving issues related to a business’ overall brand identity. Businesses that excels Businesses that excels place a high value in adopting a standard form of communication. Not only does it set the tone and voice within the organisation, but it also helps achieve effective communication between team members and its external sources including clients. A style guide need not be fancy. A simple word document to standardise all form of communications is acceptable. Composing a branded communication guide focuses on (but not limited to) the following points: Formatting documents How to set up business headers and footers? How to set up business logo and address? How to credit references and images? How to add captions to images? Where on the page are images placed? What are the font and colours to use? Grammar and punctuation What are the common grammar and punctuation issues? What do you capitalise? Do you use English or American English...
3 Magic Keys To Blitzing Your Task List

3 Magic Keys To Blitzing Your Task List

Being super productive is a pre-requisite these days, so why do people still struggle?  It’s not a school curriculum subject or part of the company’s orientation training, it’s something that all of us have to deal with – in all different ways. If you want to save a massive amount of time now, I’ve got 3 magic tips that have changed the way I work – forever. Most people write task lists, it could be a simple pen and notepad or an elaborate online software program.  Whatever it is, it’s usually not the tool that’s the problem; it’s the amount of things we expect to get done. That used to be me, my lists would typically be anywhere from 10 to 20 items long with absolutely no regard for how long each item would take me to do.  I didn’t think to allow for the inevitable interruptions, which would totally derail my day. So by the end of the day when my score was 3 out of 20, how do you think I felt? I felt every day was unproductive and I just wasn’t moving forward. In my quest to become more productive, I tried many different techniques and software.  At the end of the day it came down to 3 powerful things: Focus – focus is everything.  Focus is a skill that can be learnt but it does require some discipline.  We all have a barrage of information, opportunities, entertainment, and other people’s problems coming at us from all directions all the time.  We can’t possibly deal with all of this so some things; in fact most things...