Business Made Smarter, brought to you by Executive Training and Consultancy Limited, is your go-to podcast for practical, no-nonsense advice to help your business thrive.
Hosted by Ed Nell and featuring insights from Doug D’Aubrey, founder and Managing Director of Executive Training and Consultancy Limited, this series dives into actionable strategies that businesses of all sizes can use to grow and succeed.
Since 2000, Doug has guided businesses with real-world expertise, covering topics like understanding your customers, refining your unique selling proposition, and more. Each episode delivers tools and insights you can apply immediately to elevate your business.
Plus, you can take advantage of a FREE 2-hour Business Review with ETC’s expert consultants to identify goals, tackle challenges, and create a clear plan for growth. Visit https://exec-tc.com/ to book your review.
Subscribe, share, and leave a review to stay connected and keep your business journey moving forward!
Hosted on Acast. See acast.com/privacy for more information.
Business Made Smarter, brought to you by Executive Training and Consultancy Limited, is your go-to podcast for practical, no-nonsense advice to help your business thrive.
Hosted by Ed Nell and featuring insights from Doug D’Aubrey, founder and Managing Director of Executive Training and Consultancy Limited, this series dives into actionable strategies that businesses of all sizes can use to grow and succeed.
Since 2000, Doug has guided businesses with real-world expertise, covering topics like understanding your customers, refining your unique selling proposition, and more. Each episode delivers tools and insights you can apply immediately to elevate your business.
Plus, you can take advantage of a FREE 2-hour Business Review with ETC’s expert consultants to identify goals, tackle challenges, and create a clear plan for growth. Visit https://exec-tc.com/ to book your review.
Subscribe, share, and leave a review to stay connected and keep your business journey moving forward!
Hosted on Acast. See acast.com/privacy for more information.
In this episode of Business Made Smarter, Ed Nell and Doug D’Aubrey explore the importance of building customer loyalty, a vital but often overlooked part of long-term business success.
Doug outlines why keeping existing customers is just as crucial as attracting new ones. He introduces the concept of the Customer Loyalty Ladder, which moves from satisfied customers to repeat customers, advocates, and finally raving fans. The episode also looks at how excellent customer service, thoughtful after-sales care, and well-designed loyalty schemes help small businesses keep their clients coming back.
Key Takeaways
The Customer Loyalty Ladder helps businesses understand different levels of engagement, from satisfaction to advocacy, and how to move customers up each rung.
After-sales processes keep the conversation going. Follow-ups and relevant future offers show ongoing care and help increase customer lifetime value.
Loyalty schemes work, even the simple ones. Stamp cards, discounts, or referral rewards can encourage repeat visits and generate word-of-mouth referrals.
Complaints are an opportunity. Handling them well can turn an unhappy customer into a loyal one – and improve your systems for everyone.
Best Moments
“Customer service isn’t something you schedule, it’s part of your business culture.”
“You’ve spent time and money winning new customers, don’t waste it by losing them.”
“A free coffee might not cost much, but if it keeps them coming back, it’s priceless.”
“Customer complaints are your best feedback; they want you to fix it, not leave.”
About the host
Doug D’Aubrey, founder and Managing Director of Executive Training and Consultancy (ETC), leverages extensive senior management experience to help businesses across the UK and Europe. With tailored consultancy packages ranging from short-term projects to 3-year growth programs, Doug aids companies in improving operations and achieving results. Doug’s success lies in his honest communication with leaders, identifying strategies to enhance management skills and optimise service delivery for measurable outcomes.
Take advantage of a FREE 2-hour Business Review with ETC’s expert consultants to identify goals, tackle challenges, and create a clear plan for growth. Visit https://exec-tc.com/ to book your review.
Subscribe, share, and leave a review to stay connected and keep your business journey moving forward!
Hosted on Acast. See acast.com/privacy for more information.