Fresh Networks Blog is well worth a look. There’s some great stuff on customers, engagement and advocacy.
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Reports in the Sunday Times that only 50 senior BA staff out of a total of 800 workers had taken part in the ‘proving’ trials for Terminal 5 are revealing.
It’s clearly not the only contributor to the chaos that’s led to cancelled flights, huge delays, long queues, thousands of lost bags and complete embarrasment for BA, but [...]

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Andy has been asked to present the Institute Of Sales And Marketing Management’s Regional Business Success Seminar in Nottingham on April 10th. His topic is ‘Creating ‘Devoted’ Customers’
The event is free and takes place at 6.30pm at The Village Hotel and Leisure Club in Nottingham. For more information and to reserve a place, click here.
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[ 10 April, 2008; 6:00 pm to 8:00 pm. ] Andy is speaking  on ‘Creating ‘Devoted’ Customers’ at the Institute Of Sales And Marketing Management Regional Business Success Seminar in Nottingham. For more details, click here .

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WPA, The health benefits business has introduced a fantastic system to make their customer contact centre ‘easier to buy from’. They publish online, ‘realtime’ statistics that highlight the peaks and troughs of call levels. This allows customers to identify the times when call volumes are lower, and then call at an appropriate time.
I’m sure that [...]

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A client lost out on some work recently, and wanted some help on finding out why. Here are the questions I suggested he should consider asking them:
- What originally attracted you to us? / what made you consider us?
- Who else did you consider?
- What particularly impressed you about us?
- What disappointed you?
- What criteria [...]

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Seth Godin has done it again with his latest book. Meatball Sundae explains how so many businesses are still using ‘traditional’ marketing methods to deal with the ‘new’ world…. and are failing. He calls it a Meatball Sundae - 2 things that just don’t go together.
In the book, Seth identifies 14 ‘trends’ that we all [...]

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Just walked out of a presentation of a very ‘upmarket’ business.  It has lovely promotional material, beautifully ‘branded’ and clearly of very high quality. The presentation was awful: badly prepared, full of apologies (’I’m rubbish at these things’ said the ‘presenter’), and embarrassingly done.
Here’s an organisation that hasn’t grasped the basic principle that its ‘brand’ [...]

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Speaking at the Service Excellence Conference last week introduced me to the ‘delights’ of James Timpson of Timpsons. His refreshing approach was a revelation to all, especially when dealing with those ‘problem performers’ in your business.
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Don’t tolerate ‘Drongos’ - those negative people who sap your business bring everyone else down. Do everything you can [...]

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Thanks to all those who attended my lecture this morning at The University Of Sheffield - it was great to see so many there first thing on a monday morning!. You’ll see the slides have been uploaded here. Looking forward to seeing your presentations on ‘competitiveness’ at the end of the week. Might put the best [...]

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