Show me you know me

The simple act of recognition can be a powerful loyalty driver. Using your customer’s name, remembering what they bought last time, enquiring about their last purchase.  These are all things that make a customer feel like you know them.  And in this “always on” world we live in today, successful brands will be the onesContinue reading “Show me you know me”

What have you done for me lately?

I always find it interesting when a client comes to me with a customer retention issue and the first question they want to know is – “why are customers leaving us?”. Because I’m not sure that is always the best question to ask. In the famous words (well almost) of Janet Jackson maybe you shouldContinue reading “What have you done for me lately?”

Stories for every journey

Qantas have recently come up with another way to reward their frequent flyers – specially curated books that flyers are able to finish just as the plane touches down. It’s called “Stories for Every Journey,” and is a collection of bespoke books, each of which promises to last only for the duration of one ofContinue reading “Stories for every journey”

Big business could learn a lot from small business

Sometimes I ponder on the fact that small businesses are actually a lot smarter than big ones.  Big ones could learn a lot from small ones. They truly are closer to their customers as they are the ones talking to them everyday.  Helping them, testing out things with them and solving problems for them.  TheyContinue reading “Big business could learn a lot from small business”