Making Customer Service a Boardroom Issue

Jo Causon

So, unemployment has reached its highest level since 1994. Jobless figures released last month by the Office for National Statistics showed a rise to 2.69 million. Every week we hear of well-known brands going into administration and there has been a substantial increase in the number of firms experiencing financial distress, compared with 12 months ago. Turbulent times.

There will be no more Kodak moments. After 133 years of trading, the company has been unable to make the necessary transition to the 21st century. Kodak’s downfall was primarily its inability to adapt to an increasingly digital world. It’s my belief that organisations which fail to adapt to the rapidly escalating and sophisticated demands of their customers – who are of necessity becoming more obsessed with value for money and wish to have much greater input through co-creation and collaboration – will see their fortunes decline. Conversely, the ones that put serving the customer right at the heart of their business strategy, aligning people, processes and systems will be the ones that don’t just stay the course, they will flourish. Read more of this post

Tech Tuesday: Pinterest

Tech TuesdayLast year I discovered Pinterest, and realised it was exactly the type of social network that was missing from my life. I love pretty things, cool things, new things; from wanting cake pop decorating ideas (hello, muppets) to needing some infographic inspiration, Pinterest was the virtual pinboard I needed to visually save thoughts, ideas and inspirations.

Although initially the domain of soon-to-be brides, amateur bakers and beauty-holics, last week TechCrunch named Pinterest as the best new startup of 2011. Over the past week Pinterest related posts have popped up across the blogosphere, with every industry asking what Pinterest can do for them. At the beginning of January we created a Young London account, so here are a few ideas about what it can do for the property world… Read more of this post

Selling More Bricks by Crunching Numbers

Nigel Davey

Time and money are the two things that, I’m sure, most of us would like to have more of. More money can be gained through selling more or by increasing prices with the same sales volume; time, on the other hand, can only be gained by stopping one activity in favour of another. With a finite amount of time available to us, we need to make sure we make the most of it.

What I’m talking about is saving time and money. It’s about a little bit of discipline and a bit of number crunching.

When was the last time you reviewed the return on investment (ROI) from each and every marketing campaign and route to market you use? For each and every possible sales opportunity, do you record how you came to be talking to that person? If the answers are along the lines of “a long time ago” and “no”, you may be wasting both time and money that could be used for better things.

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