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Customer Journey or Assault Course?

A while ago, we mapped out a customer journey for one of our clients. (We map it out on a roll of brown paper, looking at all of the touch-points that the customer has with the team, and who is involved at each point.) Their journey was about twenty-five feet

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The Key to Successful Hiring

One of the questions I always ask my clients is ‘How many of your current team would you re-hire tomorrow if you were given the chance?’ So…how many would you re-hire? If you say all of them I’ll be delighted for you; that’s only happened to me once since I

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Are First Perceptions always Right?

“We judge ourselves by our intentions and others by their actions.” – Stephen Covey I was attacked by a wasp the other day. My lovely walk in the country was suddenly interrupted by a severe burning pain in my arm – the little beggar having sunk his stinger into me

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7 Steps to Develop Success Habits

Did you know that around 95% of everything you think, feel, do and achieve is the result of habit?​ So the habits that are making you productive or unproductive, keeping you stuck or making you successful, right now, have almost certainly been with you since your youth. Unsuccessful people have

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How to Train for Agility and a ‘One Team’ Culture

Any business that wants to anticipate changing circumstances and act with agility needs high-performing, multi-skilled teams. If you consider that, ‘the only constant is change’ then seamless adaptability is key if you’re going to meet challenges head on and continue to give customers the consistency they crave. Any training that

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8 Top Tips for Low-cost Learning

“Tell me and I forget, teach me and I may remember, involve me and I learn.” The other day I answered a query someone had about where they could get help to implement ‘Investors in People’. I started by asking what it was they wanted to achieve? Which got me

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Don’t let Social Media Undermine your Self-Esteem

Contentment can sound like a dirty word in business. There’s a thought that we should all be striving and pursuing and achieving and other go-getting verbs! And I agree I’m all for continuous improvement, for making things better and easier for clients; for being as good as I can be.

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Bank Holiday Weekends – Are you taking time off?!

20% of business owners interviewed didn’t have a single day off that year. Ah, another bank holiday approaches and all over the UK those SME’s closing down for 3 days are scuttling round like blue-arsed flies. (Where does that expression come from? Anyone?) There’s nothing like an approaching holiday to

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Is your Business Running You?

Does your other half complain that they see too much of you? Do your kids groan ‘cos you’re taking them out for the day, again? Are you the number one invite on your friends’ social calendar? Do you never take your laptop on holiday with you? No? So you’re telling

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3 Powerful Questions to Transform your Business

Many people I speak to can see the benefits of a systemised business. ‘Look at McDonald’s; look at Amazon,’ they say, ‘every really successful business is systemised, absolutely…there’s no getting away from it.’ But when it comes down to their own business you can see them coming out in a

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The Seven Secrets to Staff Retention

75% of the reasons people leave jobs come down to things that managers can influence. According to recent research these are the things that make people want to stay: 1. Having opportunities to grow One of the best predictors of turnover is whether an employee has had opportunities at work

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Time to Spring Forwards!

It’s that time again. The time of year we all look forward to. Lambs leaping; skylarks singing, daffodils dancing and rabbits doing… what rabbits do! Spring is in the air! And for many of us that means being overcome by a strange urge to spring clean; to de-clutter and spruce up

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Five Management Lessons we can Learn from Ole

​In my business I often come across managers with one thing in common; they are flying by the seat of their pants! People who are ‘accidental managers’. You know, the great team member who is plucked from their team and given a management role or the talented business owner who

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How to Map your Customer Journey

An effective Customer Journey Map gives you a clear and detailed picture of how your customer uses your product or services, and how customers and potential customers go through the buying process. It gives you and your team an overview of your customers’ experience and shows how they move through your sales funnel,

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Consistency – the Key Ingredient for Customer Delight

‘The one right way gives your customers the consistency they love and increases profit, which you’ll love.’ For years, I labelled myself as a ‘process’ person when really I’m a ‘making life easier’ person. I’ve lost count of the number of times I’d use the word ‘process’ at network meetings,

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The road to Customer Heaven

Like many business owners, I used to make the mistake of thinking that what was crystal clear and obvious to me would be crystal clear to my ideal client. That they would take the time to jump through my hoops, understand my jargon or click more than once, to find

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The Brexit Planning Challenge

I’ve refrained from mentioning the B word in my posts. Like many of you I’m heartily sick of the dreaded ‘Brexit’ word. It’s not that I’ve been burying my head in the sand or anything, just rather like many people I’ve not felt qualified to give advice. But there is

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Business Targets – Good or Bad?

‘9950! I just need to go up and down stairs a few times; I’m nearly there!’  Are you hooked on your 10000 steps a day? It’s that time of year again when we review how those new year resolutions are going. Use the stairs, eat less sugar, get off the bus

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Will you be attached to your phone on Christmas Day?

Business owners, will you be keeping one eye on your e-mails on Christmas Day? According to recent research 1 in 5 of us will be. I can picture it now, a sneaky look at your phone secreted under your Christmas napkin and then all hell breaking loose when you’re spotted!

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Author

Marianne Page

‘Marianne is the author of four books and is currently working on her fifth whilst regularly writing her blog, we hope you enjoy it :)

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