Guy Arnold
Guy Arnold
Guy is the author of 'Great or Poor' (www.greatorpoor.com ) … a simple and effective system for delivery of consistent and continually improving customer experiences, 'Go the Extra Inch' the effective way to empower your people, and 'Sales through Service' (www.salesthroughservice.com ) how to sell more through repeat business, referrals, round sales and reputation (the 4 R's). Guy helps Organisations large and small to systematically make more sales for lower costs, through 4 simple principles.
A Poor Customer Experience will drive 74% of Consumers to want to change suppliers according to recent research
Bloody obvious common sense of course! Especially important when you realise that swapping suppliers in industries where it's traditionally been hard to change (eg Banks,...
Are Your Customers Advocates Or Users?
Are Your Customers Advocates Or Users? You don't have any customers: people will give you their custom while it suits them (not you). There...
How to lose
Here's a cracker: Just tried to get hold of a branch of a well known High Street Bank to speak to wealth advisers. Only number…
Google’s hummingbird has put the cat amongst the chickens
So at last it's happened: Google have got the better of all those snake oil sales people, advocating lots of key words: now it's...
21st Century Marketing is all about Engagement
Your market is becoming an increasingly crowded space. Consumers have a multitude of choices, and with these come a multitude of marketing messages. So...
Please Listen
Where do we learn to listen? It's not a skill actually taught in school, is it? We learn to listen in our primary family situation...
Asda know the value of customer opinion: cock up over mental patient costume
In the news today, Asda have been criticised for selling a horror costume that many people and groups have found (understandably) offensive. So how...
What do your customers REALLY think of you?
Advances in technology have allowed firms to assemble massive databases of customer behavior. This has led to a de-emphasis of "soft" attitudinal information —...
A Great Example of How NOT to do it
Our local pub is not widely known for great customer experiences (which is good news for us locals as it's usually empty), but the...
Don’t send a cheque
This is how to do it! Just sent a picture off to a picture restorer: value of restoration: circa £170. Instead of the normal 'we…
Actually, they’re not yours
When you say, "my customers," you're using a shorthand, but you're also making a mistake. We're not yours. We're ours. Your customers aren't going to…
Sellers should Serve more and Servers should sell more
From my many years experience of helping people sell more through better service, I am convinced that the real issue for most people and...
Your customer focused mission
Your Customer Focused Mission Does it live consistently across your company? Clarity of purpose extends well beyond the boardrooms of beloved companies. It…
What’s the reality under your Brand?
You can take a horse to water but you can't make it drink. Again and again, companies tell their employees what to do... but they...
80% of businesses believe they provide “superior” customer service. But only 8% of customers say they’re getting it!
80% of businesses believe they provide "superior" customer service. But only 8% of customers would describe the service they've received in such glowing terms....
Sales through Service 4
Part 4 in a series of articles from Sales Through Service: How to make customers want to buy again and again and again (because...
Loyal and satisfied employees enhance customer experience
The holy grail for organisations is customer loyalty. Less talked about but more important to building a brand is internal customer (employee loyalty). Simply...