It’s easy to think you offer unique products and services, but in today’s world, you’re probably wrong. It doesn’t take much for a competitor to start offering the same products or services – and often that competitor can be somebody in China building the same product, ... 
Marketers are always looking for creating better experiences with their products and services. But there’s another experience that matters to your customers as well: The buying process itself. Don’t underestimate its importance, and how much this can influence your customer’s buyin... 
Are you constantly having to fix problems in your business? Even if they are minor, they take time, cost money, shift focus, and tarnish your customer experience. In this interview, Winston Marsh asks me about four things we can do to prevent problems before they occur:
Reminders: For example, a ha... 
Many of your clients will be travelling with an iPhone, Android phone, or other smartphone. Even savvy phone users who use it regularly at home sometimes struggle when they are outside that familiar environment. We have all heard the stories of bill shock from mobile phone customers who forgot to tu... 
In today’s business market, where you’re not only competing with other agents but with clients using the Internet to sell directly, you can’t rely on what used to work for you ten – or even five – years ago. To continue to succeed, offer compelling experiences to your c... 
Some travel agents think the Internet has destroyed their business because clients now have access to everything online. However, smart travel agents are using their expertise, knowledge and insights to use the online world to create more compelling experiences for their clients – which means ... 
With the ongoing back-and-forth debates in the Senate about FoFA, we still don’t have a final outcome for the legislation. But one thing we do know is that advisers will have to do more to provide ongoing services to clients. In an environment where clients have more choices and information th... 
Private hospitals and other healthcare facilities are facing a number of challenges – including budgetary pressures and reduced AR-DRG funding, the constant need to upgrade technology, and increasing competition (especially with incentives for public hospitals to admit private patients). In th... 
I was speaking recently to a group of real estate professionals about how to use their Web site (and other online marketing tools) to get more repeat business, more referrals, and more renewals. Most people think online marketing is just about getting new leads. But if you use it for referrals, ren... 
Ever since American Airlines started its frequent flyer rewards program in 1981, many other businesses have followed suit, with some form of rewards for frequent customers. This is not surprising, because such programs have been proven to work. But most of them don’t make the most of this oppo... 8 Windich Place,
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