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Tag: business customers

  • Enhance Customer Experience  With Technological Trends

    Enhance Customer Experience With Technological Trends

    Technological Trends To Enhance Customer Experience 

    Customers want a seamless and stress-free experience these days, and technology is critical to achieving this feat. However, the goal is to make each encounter with most customers more straightforward, as poorly implemented procedures that demand too much can harm your business. That said, here is how you can leverage technology to enhance your clients’ experience.

    Visual Guides and Videos

    Home Business Action Plan is a virtual consultancy solution where you’ll receive a 3-hour online brainstorming session with me, where you’ll be able to tap into my over 25 years of business and startup experience. After the online brainstorming session, you’ll be emailed a documented Action Plan based on your brainstorming session to kick-start your service-based online venture. Plus you’ll get Lifetime Access to EmpowerBusinessClub.com to empower your six-figure recurring income internet-based business.

    Leveraging a visual guide to help your customers will significantly influence your business’s accessibility and client retention. Fortunately, you’ll only have to publicize it once. A detailed manual on accessing your product or your digital service will save your firm a lot of fortune and time in the long run. For example, any trade exhibition display distributor may use 20×20 booth designs and visual guides to help clients assemble the product and create a successful customer experience at exhibitions. 

    Automation

    Automation may make all the difference in improving customer experience. Consider incorporating a personalized live chatbot to answer frequently asked questions, queries and have real-time conversations into your business mobile app or website. Also, you can consider providing rooms on your website for clients to share tried solutions to common issues or seek explanations from other users. Alternatively, you can set up an automated call-back service so that customers won’t have to wait for hours to reach you or get urgent feedback. You’ll significantly enhance your brand’s credibility and patronage by saving clients some quality time while still fulfilling their demands.

    Chatbots

    Nothing can compare to a helpful client experience, and this can’t be exaggerated enough. Suppose you don’t have access to enough resources—employees, assets, network, etc.— especially because you’re a small business. In that case, it can be beneficial to use these chatbots to boost your customer experience. When it comes to increasing your brand’s client experience, chatbots can be invaluable. They can answer the most common questions readily, leaving your clients satisfied.

    Personalized recommendations

    Customers want offers that are personalized and tailored to their specific needs, not general marketing recommendations. Personalized recommendations based on previous purchases and online activity can be practical tools for gratifying customers to increase sales.

    These suggestions can be given while customers explore a brand’s website or interact with customer service via messaging, bot, after a purchase, or during a pitch. The goal is to provide consumers with offers they need at the most convenient times.

    Building customer-friendly websites

    Every business must guarantee that its website is appealing to the eye and very simple to browse. That’s because your potential clients will most probably explore your website before patronizing you, and they won’t rate you very much if they don’t appreciate your brand. As a result, you will want to ensure that your website design adheres to top-notch web design aesthetics and features. You can research extensively to plan and ensure that the site’s appearance and feel match your clientele’s preferences with resources and data from platforms like Google Analytics, etc.

    Technology can enhance your brand success when utilized effectively. Hopefully, you’ll adopt these trends for successful business promotion. 

  • Key Client Growth Steps

    Key Client Growth Steps

    Behind a successful organisation is a strong, sustainable customer base. Managing that asset is a key task, from the boardroom down. 

    To help in that task, I have developed a Strategic Customer Relationship Management (CRM) Framework which can be used to identify gaps in customer-facing processes and systems. 

    Once those gaps have been identified, they can be addressed to build stronger and longer customer relationships. 

    There are six key steps that are crucial in making CRM work effectively:

    1. Strategy
    2. Value 
    3. Information
    4. Technology
    5. Monitoring
    6. Touch-Points

    Successful implementation of the six key steps produces:

    • Increased profitability
    • Better internal collaboration 
    • Satisfied and loyal customer
    • Continuous business improvement

    Step 1: Customer Strategy

    An agreed and achievable customer strategy is key to an organisation’s ability to deliver relationship value to its customers. 

    Where CRM systems have been introduced without a strong strategic focus they fail. CRM systems that are regarded as essentially an IT project are often introduced without a clear and achievable strategic aim. 

    When they fail, many companies assume that the CRM concept is a failure, or not a good fit for their business model. In fact, though, it is a strategy failure, not a CRM failure.

    To implement CRM effectively the strategy needs to be firmly at the forefront of implementation. The task is to build stronger, longer customer relationships that maximise profitability. This can only be achieved if it is clear how customers perceive value, and how the organisation can deliver it. 

    Key messages

    Senior management support for CRM

    • Senior management must be at the forefront of introducing and supporting CRM initiatives 
    • There must be a committed, designated CRM sponsor at board level
    • Senior management must work together to resolve cross-functional conflicts

    Business strategy is crucial to the process

    • The CRM strategy defines a commitment to quality and customer-centricity which must be clearly understood by staff
    • A clear set of values that support the strategy must be shared and understood by staff
    • The strategy and supporting business plans must be reviewed at least annually taking account of evolving market trends and customer characteristics, industry evolution, the competitive landscape and technology impacts
    • Management systems impacting on CRM should be reviewed at least annually to ensure that they support fully the evolving CRM strategy

    Strategically identifying the most important clients is important

    • Clearly identify which customers the organisation wishes to serve and which ones it does not wish to serve
    • Customise the organisation’s service offer to match different segments expectations, concentrating on those which are strategically most important to the business

    Step 2: Customer Value

    Systematically review the value an organisation delivers to its customers to allow sustainable competitive advantage to be achieved.

    Understand which factors customers value from the organisation’s service delivery and how those affect the perception of ‘superior service’ 

    The concept of Customer Lifetime Value is important for a business in determining how much resource to allocate to each customer segment

    As customers receive a service that they value, the organisation in turn benefits from loyal customers that are prepared to pay a premium for the service.

    Key messages

    • Understand the value that each customer segment brings to the company in terms of lifetime value. This drives business success
    • Conduct periodic reviews of what supplementary services could be added to the organisation’s offer, and how these will increase the value received, and perceived, by customers
    • Regularly review competitor activity to determine how this impacts customer value metrics. Any significant changes must be communicated to senior management
    • Tailor value propositions to different customer segments This demonstrates the organisation’s strategic focus to building stronger customer relationships both internally and externally

    Step 3: Customer Information

    Gathering business and market intelligence about customers is a prerequisite to understanding the strategic direction of the organisation. 

    The organisation can then ascertain which types of customers it should build stronger relationships with, because they are crucial to business success.

    Key messages

    • Customer information systems allow information about individual customers to be collected and analysed. This produces micro and macro information about the customer and customer sub-sets, for use in customer applications and campaign management
    • Data collection must be managed to ensure relevancy, accuracy, currency and objectivity
    • Customer information should be used proactively for cross-selling and up-selling purposes
    • Predicting customer buying patterns and then applying historic data to these provides a measure of the potential return on investment of a promotional campaign

    Step 4: Customer Technology

    CRM is not just an IT system, it is a management approach. Technology is just a tool to facilitate an understanding of the needs of customers and to allow the management of customer relationships. 

    It is important that the system gathers the right information about the customer so that strategic decision making is fully informed. 

    Acting on correct information will increase sales and add customer value. Capturing the wrong data causes defection and dissatisfied customers.

    Key messages

    • The location, accuracy and completeness of customer data, particularly if kept in different databases, is crucial 
    • Appraising and addressing any significant systems integration, people, processes and training issues is vital when introducing any new CRM system, e.g. sales force automation
    • A full investigation and budget for change management, project management and employee engagement issues is intrinsic in any new CRM systems proposal
    • Customer information links should be integrated with existing systems like fulfilment, service and finance 

    Step 5: Customer Monitoring

    Ensuring that the strategic CRM objectives are delivered to the customer base is at the heart of the monitoring process. 

    Timeliness and accessibility of information from the system is crucial. 

    Understanding and acting on monitoring information will increase performance standards in customer and employee satisfaction, service quality and supplier performance.

    Key messages

    • CRM metrics must be identified and acknowledged by staff
    • Senior management should agree on the business monitoring model for the organisation
    • The most important key performance indicators (KPIs) must been identified 
    • Staff should understand the KPIs and actively work towards scoring highly on them
    • Customers should have been involved in identifying and structuring the KPIs 
    • There must be a formal process in place for monitoring performance, and this should be reviewed at least on an annual basis

    Information at: empowerbusinessclub.com/consultancy/buy/keyclient

  • Ways to Keep Your Business Consulting Firm Sustainable

    Ways to Keep Your Business Consulting Firm Sustainable

    Like every other business endeavour, business consulting has its own risks. There will always be doubts and second thoughts and lots and lots of after thoughts. Nothing in this life is sure to last forever.

    In fact, nothing really will last forever. So if what you want is to have a business that would last forever, you are trying to hit the moon. However,
    there is always hope, to keep your business afloat and thriving in the jungle world of entrepreneurship for a very long time.

    In fact, nothing really will last forever. So if what you want is to have a business that would last

    forever, you are trying to hit the moon. However, there is always hope, to keep your business afloat and thriving in the jungle world of entrepreneurship for a very long time.

    Yes, there is always hope. But you have to work really hard for that hope to materialise. The best thing you can aim at is keeping your business consulting firm sustainable. If you can achieve that, then you can start working on keeping it abreast with other companies in the field.

    So how do you keep your consulting business sustainable? You only have a few contacts or

    connections, so what happens when you have used up your existing resources?

    Simple. Create and build new resources. The only way to keep your business going is to have an ample supply of resources. So, here are a few things you could do to keep business going and growing.

    First thing to do is to firmly establish your business plan. You are going to engage in a very serious business so you have to be serious about.

    Your clients should take you as a serious, no-nonsense person that would deliver them good results. So do your homework and be prepared.

    Have a comprehensive business kit containing details of your services in a neatly packaged brochure, with hourly rates, project rates, retainer basis rate and whatever package you want to serve your client.

    This brochure would be your salesperson in your absence, so make it the best brochure you can ever make. This is the blood of your business, keep it pulsing through your veins.

    Second is finding clients. You can find clients through friends referrals but that would not last very long. Even if you have a long list of friends, that is still not enough to last your business a lifetime.

    So you have to exert more effort. Try cold calling. It may sound a little to below your level, but hey, this is business! You need to do whatever it takes to get clients and cold calling is not as bad as you may think. You just have to do it right and do it nicely.

    You know how irritating it is to be offered things over the phone, so try not to be irritating. Try not to do the things that those telemarketers do to irritate you.

    Prepare a nice introductory script before making your first call. Try not to bombard your prospective client with the details of your business. Your goal is to get him interested enough to agree on a meeting with you for further discussion of your services.

    It also pays to remember that very person you meet, great or small is a possible connection. So be nice to all people all the time. He may just be a janitor or a food attendant at a restaurant, but for all you know, you may be talking the person who could lead you to your biggest catch ever. So be nice all the time.

  • Consulting Business Ideas for You

    Consulting Business Ideas for You

    You are absolutely wrong if you equate consulting just for business industries. If you picture a consultant laboriously doing workflow analysis or information technology systems; think again. Consulting business
    offer wide variety of services. To give you some ideas, here is a list of some undeniably famous consulting business.

    1. Fitness Consultancy.

    Yes! The fitness world also needs a fitness consultant. Being a business
    consultant, you can apply your expertise to research and development and in planning and implementing policies and programs for recreation, fitness and sports. You can also work for the fitness industry, fitness facilities, the government, community centres, retirement homes, private individuals and sports firms. You can also serve the general communities,
    adult, youth and even pregnant and new mums.

    There are people who want to practice exercises and develop routines; the fitness consultants work directly with them. Some consultants take on planning and management role. This can be an exciting
    consulting business and can give you lots of opportunities.

    2. Art Consultancy.

    You can also choose to be an art consultant. If you love to buy and choose beautiful art materials, you can be profitable in it. You can make money by making art programs for hotels, companies, medical centres, office buildings and higher income professionals. While art representatives promote the works by artists and galleries, the art
    consultants identify each clients different needs and budget. Consultants then identify hundreds of artworks and make recommendations.

    Although many art reps serve as consultants, they have limited capability. Art consultants are free to select any art work that suit a client. To be an art
    consultant, you will need to have a specialised knowledge of art, art sales, art scene entrepreneurship and networking.

    3. Skin Care Consultancy. You can also be a make over consultant or specifically, a skin care consultant. As a skin care consultant, you can help the people understand the basic steps on caring for their skin.
    You can also help them analyse the types of skin they have in order to choose the right cosmetics. This can further help them on their personal enhancement goals.

    As a skin consultant, you can assist your clients in choosing and applying cosmetics for a more professional, trendy and glamorous looks. You can help them with their image and style makeovers such as make
    up and clothing styles. You can also host a spa party for all your clients.

    4. Sales Consultancy.

    If you have a background on sales, you can become a sales consultant. You can help companies on their sales processes, training, strategies, marketing and sales team management. Sales people make a good sales consultant since they have a strong background on finding prospective clients,
    building relationships and understanding their various needs. If you have the background and experience, combine these two and have winning results for your clients.

    5. Legal Nurse Consultancy.

    You can also be a legal nurse consultant. If you are a registered nurse who takes part in litigation, you are called a legal nurse consultant. You can carry out nurse practices consultancy, healthcare professions, law firms, legal and healthcare services. You can work with attorneys, clients, physicians and others.

    As a legal nurse consultant, you can educate consumers and attorneys. Your legal roles can include preparation of witness lists, helping put together law
    suits, review of medical records, interview with the witness and a lot more. You may work in insurance, law firms, hospital risk management teams and governments. You can also run your independent legal nurse
    consultancy.

    Obviously, there are varied types of consulting businesses and you cannot limit yourself to these possibilities. You should only choose the one fitted
    consulting business that you enjoy and you have a grasp of knowledge to start and be successful in.

  • Does Direct Mail Still Have A Place In Today’s Digital World?

    Does Direct Mail Still Have A Place In Today’s Digital World?

    As a business owner, you will undoubtedly spend much of your time looking for fantastic new ways to market your brand. Much of your marketing efforts will likely be online, either through your website, other websites, or social media.

    You might have thought of conventional offline marketing methods like direct mail. But, you’ve perhaps decided it might be a waste of your efforts and marketing budget. The thing is, direct mail still has a place in today’s world. Here’s why you should always consider it:

    An excellent ROI (return on investment)

    The first point to consider is that direct mail has an excellent ROI. According to the Marketing Charts website, direct mail has an ROI of 29%. Another interesting statistic is how social media only has a one percent lead on direct mail when comparing ROIs!

    If you also look at the other marketing methods, direct mail offers quite an attractive ROI in comparison. For example, paid search marketing is only 23%. If you’re still not convinced, there are many other reasons you should be considering direct mail marketing.

    Not everyone uses the Internet

    Despite how Internet access is available to most households and businesses, it’s important to remember that not everyone is online. Some people may choose to lead an offline life and forego digital technology, while others may live in rural areas with no Internet access.

    If you only base your marketing efforts on the online world, you risk alienating a large swathe of potential customers. That’s a big reason alone to incorporate direct mail campaigns into your marketing plans!

    You don’t have to do it alone

    Navigating various concepts, printed media, and audience targeting can be daunting for many entrepreneurs. Especially those with little time to devote to the cause. The good news is you don’t have to launch any direct mail marketing campaigns by yourself.

    Companies such as Action Mailing & Printing Solutions offer businesses plenty of practical help such as fulfillment services and, of course, printing. And even the USPS offers customized direct mail campaign services.

    Direct mail and online campaigns work well together

    You might not realize it. But, direct mail and online campaigns can complement each other and work well together! How can such collaborative marketing work well, you might be asking yourself?

    One example of what you could do is send a mailer out to existing customers and potential new ones. The mailer might have a discount code in it that people could use on your website to take advantage of a special time-limited offer.

    You can track direct mail results

    Some people would argue that direct mail isn’t something that offers trackable results. The thing is, there are a few tricks you can employ to identify new customers from your direct mail campaigns.

    For instance, you could use a company like Avoxi, Answer or Jam to create a ‘virtual’ phone number that you can use for your next direct mail campaign. The number would simply divert to your main office number, or whatever telephone number you wish.

    Providers of virtual telephone numbers usually provide detailed reporting statistics, so you can measure how many people have called because of your mailers.

    So, isn’t it about time you incorporated direct mail as part of your marketing campaigns?

I’m Lena Benjamin—global growth strategist and author of NIFTY, expanding into sustainable fashion and film. With 25+ years of experience in over 30 cities, I advise on UK buy-refurb-sell property ventures and have worked with startups, corporates, and SMEs. From Amazon interest to FT recognition—let’s unlock your next move.

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