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Preview: Ideas for Business Growth » client

client – Adrian Swinscoe



Customer and Employee Engagement | Improving Customer or Client Experience | Marketing & Business Development



Last Build Date: Sat, 17 Feb 2018 11:37:34 +0000

Copyright: Adrian Swinscoe
 



Customer retention: Increase customer switching costs by doing something that is low revenue, constant but difficult to replace for the clients

Sat, 07 Jul 2012 15:20:59 +0000

This is the ninth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses ‘build better relationships with their customers and their people’. You can pick up an electronic copy of the book for free by clicking on the SECOND button down in the left hand column or by clicking here. The interviews were included to supplement my own thoughts and experience and add richness, depth and context. In the interviews, I asked them what they have done to drive their business’ success, customer focus and how they have built their employee and customer engagement. The last interview in the series was with Alison Fydler of Firefish and is featured in Customer loyalty comes from loving your business and having pride in doing the best that you can. This time round it is the turn of Grahame Lake of PSP Rare. The business was founded in 2002 and has grown to around £4million in revenue and 23 employees over the last 10 years. PSP Rare considers itself a small, but perfectly formed content agency, where they commission,



Personal engagement develops loyalty and trust.

Mon, 21 May 2012 18:02:17 +0000

This is the sixth of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses ‘build better relationships with their customers and their people’. You can pick up an electronic copy of the book for free by clicking on the SECOND button down in the left hand column or by clicking here. The interviews were included to supplement my own thoughts and experience and add richness, depth and context. In the interviews, I asked them what they have done to drive their business’ success, customer focus and how they have built their employee and customer engagement. The last interview in the series was with Jim Prior, CEO of The Partners and is featured in Focusing on customer loyalty has allowed us to fundamentally change our business model. This time round it is the turn of David Chapple of Bostock and Pollitt to share his insights. Bostock and Pollitt founded in 1987, is a branding, design and digital agency that specialises in B2B communications. With around 30 employees, they provide brand strategy and identity, reporting (financial and corporate responsibility),



Client relations – A phone call is worth 10 emails. A meeting is worth 100 calls

Fri, 20 Apr 2012 06:47:31 +0000

This is the fourth of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses ‘build better relationships with their customers and their people’. You can pick up an electronic copy of the book for free by clicking on the THIRD button down in the left hand column or by clicking here. The interviews were included to supplement my own thoughts and experience and add richness, depth and context. In the interviews, I asked them what they have done to drive their business’ success, customer focus and how they have built their employee and customer engagement. The last interview in the series was with Stefan Töpfer of Winweb and is featured in Having everyone involved in customer service helps create a better customer experience. This time round it is the turn of Justin Cooke, CEO of Fortune Cookie to share his insights. Founded in 1997, Fortune Cookie is one of Europe’s most well-respected digital agencies, famous for delivering beautiful, findable, accessible websites that deliver stunning return on investment. Clients include Legal & General, UEFA, Prudential, TUI, UEFA, National



Change is happening in the legal sector, law firms need to pay heed and deliver a better client experience if they are to prosper

Thu, 22 Mar 2012 18:45:13 +0000

Law firms have been getting a lot of attention in recent weeks. Whether it is about the level of service they provide to their clients, the number of complaints they receive or a lack of transparency in pricing. This has also been accompanied by news that deregulation of the legal services market in the UK has now come into force with the introduction of Alternative Business Structures (ABSs), which mean that any business can offer legal services, providing it’s granted a license by the Solicitors Regulation Authority (SRA) and employs at least one qualified lawyer. The following are some of the articles that I saw that talk about many of these changes (I’m sure there are others): The Law Society Gazette on 6th March published Treat clients as customers or you’re doomed, says Ombudsman warning the legal industry that changes are afoot and that resistance to change amongst many in the legal profession is futile. The Guardian wrote on Jan 6th ABS big bang? Yes, but legal market is already changing and followed this up with Lawyers beware: your clients are rebelling on Tuesday 6th March. Both articles (and the previous Law Society Gazette one) are interesting and contain some



Honesty and transparency with clients and prospects builds better retention and loyalty

Sat, 17 Mar 2012 13:29:12 +0000

photo credit: dandelionfourteen This is the second of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses ‘build better relationships with their customers and their people’. The interviews were included to supplement my own thoughts and experience and add richness, depth and context. In the interviews, I asked them what they have done to drive their business’ success, customer focus and how they have built their employee and customer engagement. The first interview was with Andrew Beale of Beales Hotels and is featured in Longevity of ownership and staff service are two main keys to building customer retention and loyalty The second interview was with Stephen Waddington of Speed Communications. Launched in March 2009, Speed is a PR consultancy that that advises brands how to manage their reputation in print, broadcast, online and social media. Formed by bringing together the teams of BMA Communications, Custard PR, Lighthouse PR, Mantra PR and Rainier PR it specialises in the consumer, technology, business and corporate sectors. Speed is run by Stephen Waddington and Steve Earl as joint Managing Directors and



Consumers, customers and clients: The same or different in your business?

Mon, 20 Sep 2010 12:40:36 +0000

A photo of an old ipod and an ipod nano. The same or different? For some they would say they are different but for others they would say they are the same. Much of your answer will depend on your situation. A similar same or different situation came up the other day when I was talking to a number of business owners. The question that came up was the the difference between consumers, customers and clients. For some businesses, these words may be interchangeable and there may be no difference but for others there may be and understanding the differences could be the margin between success or failure. According to the Oxford dictionary: A consumer is: noun a person who purchases goods and services for personal use; or a person or thing that eats or uses something A customer is: noun a person who buys goods or services from a shop or business A client is: noun a person or organization using the services of a lawyer or other professional person or company; or  a person being dealt with by social or medical services. However, if we look at the origin of the word ‘client’ it can add more to the



Business Growth and the Coffee Table Book

Fri, 05 Feb 2010 09:11:56 +0000

Now I am sure you are asking: what can he be on about? Coffee table and business growth? Let me explain. One of my clients was struggling to reconnect to his older clients, ones that he had not seen and spoken to for more than 18 months. He believed that sending them a letter or just calling on them would not be sufficient to engage them. So, we started exploring a few ideas and realised that the business would be 25 years old this year. This prompted the idea of a coffee table book retrospective celebrating 25 years of my clients company. My client started calling round and explaining the concept to old clients and that he would like to come round and photograph them and the work that they had completed for them so that it could be included in the book. Reaction: who would refuse the honour of being asked to be included in a book. Result: reconnection with old clients, reinvigorated relationships and lots of new business. Thanks to Thomas Rasmussen for the image. Btw this is not my client.



…..after the Who comes the Why, Where, What, How and When

Fri, 18 Dec 2009 13:59:09 +0000

In a recent post I talked about investing time getting to know who your ideal customer is. Now that you have a picture(s) of your ideal clients the next thing, when planning for growth, should be a consideration of the Why, Where, What, How and When in relation to your customers. Follow these steps and it will help you put in place a simple and straightforward marketing plan for the coming period. Below are some questions to better explain the meaning and application of each question: Why Describe the key need your customers have in relation to your product/services. Remember that your customers may not want what you actually deliver but rather the results that your product or service delivers. Where Describe where you would find such clients in large concentrations Will you restrict your search to certain locations, at first? Where do you think you could meet such companies or where do they congregate? What Describe the key elements and benefits of what you will be offering/delivering to these clients, what makes you different, why it should matter to them and how can they be certain that you will deliver. How Describe here the strategies that you would use



Drive business growth by getting closer to your existing customers

Mon, 30 Nov 2009 07:30:04 +0000

Adrian is currently away on a holiday adventure so we thought you’d enjoy a dip into the archives to re-visit some posts that you have not seen. Enjoy. When trying to engineer new growth, many businesses fall into the trap of just trying to buy new customers. However, there’s an easier way of increasing your sales than courting new customers. It’s generating more sales from your existing customers. Rather than going down the path of generating new relationships why not try and develop the relationships you have already built up with existing or past customers. They already know you and they like what you do for them. For example, a client that we work with (they make custom made wood products) recently was struggling to come up with ways to generate new business from existing clients. They were even hesitant about just calling up clients to keep in touch. As a result, we came up with an idea that they offer a free service or healthcheck for the work they had done for their existing clients. This was something that they were comfortable with. Keen to get going, they started making calls and their first call generated a time to