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Name of author Rick Baker, P.Eng.

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@GKWCC #CEOP2P: If you take your Mission statement, apply it to your competition and it fits…you got it wrong.

by Rick Baker
On Jan 25, 2013

The @GKWCC #P2P series of thought tweets contains ideas, quotes, & suggestions provided by local business leaders at "CEO Peer-to-Peer" group meetings, sponsored by the Greater Kitchener Waterloo Chamber of Commerce.

The goals of the thought tweets: to help local business leaders and to promote the sharing of business thoughts.

The thoughts expressed are not opinions of the Greater Kitchener Waterloo Chamber of Commerce...they are opinions of local business leaders who are Chamber members and participate in the Chamber's CEO P2P program.

Jim Beretta visits our Centre For Family Business [CFFB]

by Rick Baker
On Jan 22, 2013

Jim Beretta spoke at our last CFFB breakfast...at The Hub.

The topic of the day was "Customer Attraction in the Google Era".

Here's a summary of some of Jim's points...

Customer Attraction #1:

  • reduce customer friction everywhere in your organization
  • make it easy for customers to find you
  • be lean
  • be responsive...next day is not good enough!
  • create customers who want to work for you
  • weave empathy into the DNA of your company
  • invest in volunteerism...a positive differential advantage
 
Customer Attraction #2:
  • educate, train and invest in your staff
  • have an awesome website with relevant content, blogs, and tweets
  • communicate with your customers
  • 'eat your own dog food'
Why do these things?

When you get recommended by Google, as a top-rated site:
  1. you are perceived to be a leader and
  2. sales happen.
And, 2 key messages stood out for me:
  1. Be relevant...website visitors reward relevance and 
  2. Stories are the fodder of the Internet...especially when they are told by your customers!
Thank you, Jim, for the fine presentation - full of specific ideas, examples, and recommendations. I know from talking with family business folks after your presentation - many people received a lot of value.

Well done!

 

 

 

Tags:

Family Business and CFFB | Marketing

About customer loyalty...seeking a simple measurement

by Rick Baker
On Jan 16, 2013

Are you on the lookout for simple, reliable business tools? [i.e., Are you Seeking Simple business solutions?]

Are you interested in understanding your customers' perceptions of your company, product or service?

If you answer yes to these 2 questions, here's one simple & straightforward answer...

***

About customer loyalty, there is one ultimate question. It allows you to quantify your level of customer loyalty.

On a scale of 0-10...

"How likely is it that you would recommend this company, product or service to a friend or colleague?"

Tally the answers under the following 3 classes:

          9-10 means Promoter

          7-8 means Passive [and at some risk to competition]

          0-6 means Detractor [and that's a real problem]

Then your customer loyalty score is calculated as follows:

Promoters - Detractors = NPS

NPS: your 'Net Promoter Score'...the higher the better...and, an upward trend-line is a good thing.

 

NPS: a terrific example of Seeking Simple.

 

Footnote

Source of the NPS customer-loyalty question: Fred Riechheld, 'The Ultimate Question', (2003)

Tags:

Marketing | Questions?: The Art of Asking Good Questions | Seeking Simple!

@GKWCC #P2P: Website FAQs can back-fire - people have unique questions & they want to talk with people!

by Rick Baker
On Jan 13, 2013

The @GKWCC #P2P series of thought tweets contains ideas, quotes, & suggestions provided by local business leaders at "CEO Peer-to-Peer" group meetings, sponsored by the Greater Kitchener Waterloo Chamber of Commerce.

The goals of the thought tweets: to help local business leaders and to promote the sharing of business thoughts.

The thoughts expressed are not opinions of the Greater Kitchener Waterloo Chamber of Commerce...they are opinions of local business leaders who are Chamber members and participate in the Chamber's CEO P2P program.

Tags:

Greater KW Chamber - CEO P2P Groups | Leaders' Thoughts | Marketing

@GKWCC #P2P: CEOs - your website delivers the 1st impression, so use it as a sales tool & make 'people-contact' easy.

by Rick Baker
On Jan 12, 2013

The @GKWCC #P2P series of thought tweets contains ideas, quotes, & suggestions provided by local business leaders at "CEO Peer-to-Peer" group meetings, sponsored by the Greater Kitchener Waterloo Chamber of Commerce.

The goals of the thought tweets: to help local business leaders and to promote the sharing of business thoughts.

The thoughts expressed are not opinions of the Greater Kitchener Waterloo Chamber of Commerce...they are opinions of local business leaders who are Chamber members and participate in the Chamber's CEO P2P program.

Tags:

Greater KW Chamber - CEO P2P Groups | Leaders' Thoughts | Marketing | Sales

@GKWCC #P2P: A CEO thought about tech companies - few are able to articulate their 'difference'...their 'main message'.

by Rick Baker
On Jan 11, 2013

The @GKWCC #P2P series of thought tweets contains ideas, quotes, & suggestions provided by local business leaders at "CEO Peer-to-Peer" group meetings, sponsored by the Greater Kitchener Waterloo Chamber of Commerce.

The goals of the thought tweets: to help local business leaders and to promote the sharing of business thoughts.

The thoughts expressed are not opinions of the Greater Kitchener Waterloo Chamber of Commerce...they are opinions of local business leaders who are Chamber members and participate in the Chamber's CEO P2P program.

Tags:

Greater KW Chamber - CEO P2P Groups | Leaders' Thoughts | Marketing

Copyright © 2012. W.F.C (Rick) Baker. All Rights Reserved.