Are you making promises you can’t keep? Now you can’t hide.


Are you making promises you can't keep? Chances are you are and now you can't hide . There is so much pressure to deliver more than the competitor next door that it forces many small businesses to over commit and under deliver. When your service has become a commodity it is a pressure that is … Continue reading Are you making promises you can’t keep? Now you can’t hide.

Coles is listening to me, and won me back!


I must admit I am a bit of an Aldi shopper. Basically cos it is cheaper! A whole lot cheaper. I love Aussie Farmers and I do a bit of this too because I am so busy and it is convenient and supports local farmers which for me is important.  This weekend I was in … Continue reading Coles is listening to me, and won me back!

If 70% of us pick up a smart device to learn about you, what do we find?


In 2012 Google Published ZMOT: Winning the Zero moment of truth. I did an post on this in the impact of multi-devices some time ago. You might think that you have a website, so you are fine right? We now know that customers are checking out 10 sources about us before they engage. In 2010 /2011 … Continue reading If 70% of us pick up a smart device to learn about you, what do we find?

Customer Experience is the best marketing you can do!


Strategic Service Design. This methodology has been used to create innovative products and services for sometime but no one has taken this approach to create customer experiences that ensure that your customers feel your empathy, care and support. It is the touch points and memorable moments that you create that can propel your business in … Continue reading Customer Experience is the best marketing you can do!

Spending more marketing dollars inside your company gives a better ROI


A great article in Marketing Management magazine this month Lippincott a branding strategy company identifies some great insights around why marketing is getting harder because of our customers amplifying every little experience they have, good or bad online. There is no so many forums that is is hard for a small business or any business … Continue reading Spending more marketing dollars inside your company gives a better ROI

Synchronise your touch points or loose buyers on their journey.


It is not sufficient to try one tactic and expect a campaign to work well. It usually takes a number of touch points for a customer to be nurtured, trust you and try what you have to offer. It is not like we want to get married on the first date, is it? Well, rarely … Continue reading Synchronise your touch points or loose buyers on their journey.

How well do you know your customers?


Having an "outside in" approach to your business is difficult. It requires you to shift your focus from running, managing and developing your business to that of your customer. This mind shift of really stepping into the customer shoes and then developing a marketing strategy  is critical to be a successful small business (well any … Continue reading How well do you know your customers?