Category Archives: Jurek’s Blog

Preparing Your Staff for a Price Increase

Are you about to announce a price increase on your range of products and services? If you are like many small business owners, you will have been agonising over this for months and have probably delayed the price increase far longer than you should have. So, if it’s been tough for you, don’t be surprised…
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Is training really the answer?

It’s a bit sad that I found myself nodding in agreement as I read a short article by workplace culture expert Steve Simpson titled Why Training Doesn’t Work. At Terrific Trading, we are regularly approached about training for workplace teams in customer service, selling skills or dealing with difficult customers. When we ask about the…
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Could this be why you’re not making money?

One of the big challenges for far too many people in small business is that they are busy, busy, busy generating income and looking after customers but… they aren’t making any money. Not only are they not making a profit, they are not even drawing a reasonable wage. This is something my colleague Jan Collins…
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What puts people off selling

Felicity Walker, has the delightful privilege (my words, not hers) of being Winston Marsh’s PA and Miracle Worker. So, she is well-tuned to all things to do with the customer experience and small business marketing. Here she recounts one such experience from which we can all learn. Recently the hairdresser I’d been using for many…
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Customer Acquisition Cost

In a recent post about the Lifetime Value of a Customer, I mentioned the importance of understanding your ‘customer acquisition cost’ and said I would explain what I meant by that. Customer acquisition cost refers to the cost of acquiring a new customer for your business. This is the cost of your marketing, advertising, promotions…
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Why focus on the customer experience? – Part Two

In a recent post I shared some statistics supplied by Lucy Knight of insight6 in the UK in response to the question ‘Why focus on the customer experience?’ It’s made me even more aware of the number of business people struggling with themselves on whether they can afford to put time into identifying and consistently…
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Lifetime Value of a Customer

In any workplace one of the conversations you should be having regularly with your team is about the lifetime value of a customer and what this means to your business. What do we mean by the lifetime value of a customer? Here’s a simple example. Let’s say, for easy maths, customers of your local supermarket…
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IKEAs move into book selling

As you know Amazon has done an amazing job of capturing a huge percentage of the book market (and more) but, as you will see from the accompanying visual, IKEA could be about to disrupt their progress.
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4 Simple tips to motivate and manage your people

“If it wasn’t for all the hassles with staff the job would be easy!” …. Ever caught yourself saying that or even thinking it? If so, you are not alone.  It is something I hear from managers all the time. So what are the tools you need to discover (or re-discover) to help you manage…
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Why focus on the customer experience?

Customers...we are all one of those: - 33% of us have a change of heart after a poor experience. - 50% of us have stopped a transaction due to a poor experience. - 70% of us will spend more money if we have a good experience. As a business do you have a Customer Experience…
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