The creation of a brand within a brand has become the hallmark of many successful companies as they diversify their customer base from Commercial Importance to Very Important.

How do they do at it? Should more of us being looking into this growth area rather than leaving markets unexplored?

The airline industry has been able to achieve this thinking and in most instances been a regular part of their long haul services.  Everyone gets onto the same plane, the branding is consistent for each customer yet the experience of travelling economy to travelling first class is distinctly different and the value to the airline also is based on a per customer spend.  The level of loyalty between customers in different classes is known to be much more successful when better levels of service are offered.  Clearly the price you pay with an airline can determine the service that you get. 

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Non performance of staff is one of the critical issues that is faced by today’s leader.  It is also one of the reasons why businesses cannot grow and at times are culturally unable to gain momentum. 

Non performance for the leader can cause conflict and be an emotional barrier towards effective communication.

In the first instance we need to look at ourselves as leaders as to why non performance is occurring.  More often than not it can be through poor communication Read the rest of this entry »

This is one of the most frequently used sales communication techniques in retail today.  Has it ever really changed?

Is it effective?  The rules of communication 95% of the time come into force with a response of – “No I am okay I am just looking”.  I wonder how many times a day this happens in a retail shopping environment?

So today I did my own research.  A mystery shopper if you like.  Firstly to see how often I would be asked this question and if I was asked or approached in any different ways.  I had 2 hours for my experiment.  So off I went.  First I started with a coffee – my experiment was already flawed!  “Can I help you?”  “Yes I would like a flat white and a …….”  So maybe it does work in some cases of retail.  Is food the exception to the rule? Read the rest of this entry »

A famous study done by Yale University once pegged the “12 Most Powerful Words in English-language Advertising” as:

But what about in business there are 2 words which are always powerful when spoken : thank you Read the rest of this entry »

 The semi circle represents an Incline and Decline line.  Half of the circle represents incline and the other half represents decline. I would like you to consider for a moment as to where you are (your business) on this line.

Better still can you draw a half circle in front of you now? Place a cross where you believe you are today. A couple of other things to consider while you are doing this – the line has no time, the line reflects your energy for your business – the majority of businesses are between the top crosses. If you are in the Read the rest of this entry »