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articles regarding sales, marketing, commercial processes, customer and consumer marketing
Actually I wasn’t thinking of that sort of model, but they could assist in your business too.
What I mean is last week, I introduced you to a behaviour change model proposed by B.J. Fogg of Stanford University.
In, and of itself, this model is very useful to assist you to understand how you can influence people to change their behaviour and to eventually buy your product.… Read more
So, do you take the stairs or escalator?
Rushed for time, or wanting to lose weight to be more accepted by friends?
Does painting the stairs like a piano trigger a different behaviour?
Painting a simple fly in a urinal reduces “spillage” by 80%… good behaviour can be triggered easily.
Whether you are a new General Manager finding ways to get your team to improve performance, or a brand manager seeking ways for customers to adopt your product, we are all in the behaviour influencing game.… Read more
One challenge new GMs will we face is how to build a strategy or reposition a business with a new strategy. Let me tell you a story. I was in San Francisco with some customers, flying to Las Vegas, booked on Southwest Airlines. As usual we milled around the departure gate, like you did then, waiting to board, having never flown Southwest. … Read more
Last week, I introduced ways in which you can manage customer expectations.
McKinsey in their review of banks performance focus clearly on the moment of truth or the customer experience in assessing whether banks have increased performance.
So how you manage the expectations and experiences of your customers really does influence their purchase behaviour.
Let me go further, by introducing you to a little background.… Read more
Last week I wrote about happy customers and managing expectations.
Today, I’d like to take that a little further, by looking at ways we can use expectations to benefit our business.
Last week all I suggested was; “under promise and over deliver, but not by too much“. OK, not too insightful, although often this first most basic step is ignored. … Read more