Launch. Grow. Thrive.

Tag: customer relationship marketing

  • Lead, Prospect, Opportunity, Customer

    Lead, Prospect, Opportunity, Customer

    Sales keep your business going. Sales keep your business growing. Without sales, your business is gone. Because sales are so important to your business, to any business really, it makes good sense to understand the entire sales process from start to finish. You wouldn’t begin to cook a meal without a thorough understanding of the recipes you were using. You wouldn’t go golfing without a thorough understanding of the rules of the game and how to swing a club. You wouldn’t jump into the deep end of a swimming pool without knowing how to swim. So, why would you run a business without knowing everything there is to know about the sales process?

    A good place to begin learning how sales are made is with the terminology of lead generation. Good leads are essential to healthy sales. Therefore knowing the difference between a lead and a prospect or an opportunity and a customer is vital.

    In general, a lead is any person with a potential interest in your business and what you have to sell. Leads come in all forms. For a brick and mortar business, leads could be anyone who lives within a certain geographic distance from where your store is located. For an online business, a lead could be anyone within a certain delineated demographic. If they might like or need what you sell, then they are a lead.

    A prospect, in general, is any person with an active interest in your business and what you have to sell. Leads turn into prospects when they express this interest. In a brick and mortar business they might do this by browsing in your store and asking questions. For an online business, they might leave a comment on your blog or ask for further information on your products and/or services. The important thing to remember is that prospects are leads who have communicated.

    An opportunity is a situation where you have a chance to turn a prospect into a customer by making a sale. This can occur any ;me aMer a lead has become a prospect. In a brick and mortar business, this might happen when a salesperson helps a prospect find a product or when they give the prospect information on a service. For an online business, it might occur when a prospect is given an offer to purchase a product or service. It is important to remember that opportunities to convert prospects into customers can happen again and again with the same prospect.

  • Planning an Effective Customer Experience for Your Business

    Planning an Effective Customer Experience for Your Business

    Your business’s customer experience is key to increasing customer satisfaction. You might wonder why it’s necessary to think about customer experience when you’re already working on customer service, but it’s important to remember that they’re not the same thing. Customer service is only one part of the whole customer experience. The former is largely concerned with how your staff interacts with your customers, whereas the latter includes various other things that are part of how your customer is treated. To create an effective customer experience, there are multiple steps you should take for a strong strategy. Here are some tips that can help you.

    Create a Customer Experience Vision

    You can start by planning a vision for your customer experience. By creating a clear vision that’s focused on your customer, you can share it with the whole company and ensure everyone is familiar with it. If you’re not sure what this vision should look like, it can be helpful to outline some values or principles that your organization wants to follow. These can help to guide your customer experience, ensuring that every part of it is aligned with the values or principles that you want your company to embody. Everyone should know these principles so they inform their actions.

    Analyze Your Customer Journey

    Taking a close look at your customer journey will allow you to identify opportunities to improve the customer experience and create memorable moments. For an in-depth look into your customer journey, consider using a shopper marketing agency to do the heavy lifting. The agency can analyze your customer journey to find out what is working and what isn’t working, delivering useful insights that can be turned into actions. Find out the points during your customer journey when you can make sure that the experience is memorable for the right reasons.

    Create Emotional Connections

    Truly connecting with your customer is the best way to create an incredible customer journey. If you can connect with your customers emotionally, you can make your customer experience more impactful. Before you can do this, you need to ensure you know your customers. Carrying out research into your customer base is a must if you want to understand them, from their demographics to their interests and likes and dislikes. You can learn effective ways to connect with your customers on an emotional level and make the customer journey more personal.

    Respond to Feedback

    Looking at the feedback you have received from both employees and customers is a great way to plan an effective customer experience. Feedback tells you both what you’re doing right and how you can improve. Your employees can have some excellent insights into how you can improve your customer experience, especially as they are the first people to receive feedback from customers. You can learn from both positive and negative feedback that helps to tell you what works and what doesn’t.

    An effective customer experience for your business should be carefully planned. Create your customer experience strategy to provide your organization with direction.


  • What You Don’t Understand About Business Growth

    What You Don’t Understand About Business Growth

    Most founders have considerable incentives to grow their businesses. If they can bring them to scale, then they can start generating real profits to sustain the lifestyle that they want to achieve. But getting to that stage is never straightforward.

    One of the main issues is that there are a large number of entrepreneurs who don’t actually understand business growth or how to do it. It takes a special kind of long-term thinking to pull it off. And that’s a skill that many business leaders lack as they focus only on the quarterly results. 

    Business Growth Is A Defined Process

    Business growth isn’t just something that happens automatically. Instead, it’s usually the result of a carefully planned process. Furthermore, it’s not always demand-driven (at least not initially). Very often, you can find that demand is weak to start because your company hasn’t reached the optimal scale. Sometimes you have to spend a lot of money up front to get people through the proverbial doors. And only then can you begin to enjoy substantial profits. 

    If you’re struggling, start by defining the growth stage that you’re in. Then assess the current resources available to you and come up with a series of action plans.

    You’ll often find that you have more resources than you realised to grow your company and get the message out to more people. And, frequently, you’ll find that if you follow a specific strategy, you stand a much better chance of winning. 

    Not All Your Partners Can Scale With You

    Most entrepreneurs know what it’s like to deal with suppliers. They often provide you with all the resources you need up to a certain point. And then, once you get big, they can no longer take your orders, disrupting your supply chain. 

    Ideally, you want scalable partners – companies that can offer you more services in lockstep with the size of your enterprise. You can get more information on this website about this idea. But essentially, it’s about choosing vendors who can support your company as you increase volumes and hire more staff. 

    Missing Constancy Is Critical

    Take a moment and think about the original reason you started your business. Chances are you set it up for a particular purpose or goal. 

    Now take a look at where your business is right now. Does it look how you originally intended it to? If it does, you can skip to the next point. But if it doesn’t, then you could be going about business growth all wrong. 

    Remember, growth isn’t about offering a wide variety of services or offering customers more scope. Instead, it is about increasing your client list so that you can replicate an existing business model as much as possible. Failing to do that can make your growth unsustainable. 

    Getting Unstuck

    Getting unstuck in business often requires going back to the drawing board, thinking about your core value proposition, and then scaling it as much as you can. Don’t be afraid to pare back. Often it is essential for your long-term competitiveness. 

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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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