Toojays Blog

Sales are not everything

As any business will tell you sales are critcal. But repeat sales are often down to the quality of the customer experience.

An article from the BBC shows that two thirds of us will not use a company again once we have experienced bad service.

Customer Service report

So while many organisation hope to survive the recession and emerge intact the key to ensuring their survival is great customer service.

Adding or Detracting?

It should also be remembered that Customer Service is as much about how you handle the customer experience when things go wrong as it is when things are going well.

So how confident are you that your staff are adding to the customer experience or detracting from it?

If you're not sure, what price the loss of sales or repeat business? more than training and skilling your staff?

Time to invest in your lifeblood? 

If you're interested in tailored Customer Service training the contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it  

A case of The Emperor's new clothes....or the future for business?

Mention the term Social Media for businesses and you're sure to get a discussion started as we recently found at one of our training courses. 

Love it or loath it views are polorised. 

But what's the truth? Are businesses seeing the benefits from Social Media integration?

Indeed what are the benefits? Increased traffic? Brand awareness? Customer engagement?

How do the measurements and ROI stack up?

One thing that does appear consistent is that there is a view that most businesses don't know if they're doing the right thing or as much as they should....and are often doing it becuase its the thing to do!

A recent report from Social Media Benchmarking - part of The Chartered Institute of Marketing throws up some interesting results

Social Media Benchmarking Report

So is it suitable for all?

One things clear if you do decide to engage then you need to have a clear strategy...and resources! It takes dedication, time and thought to ensure that you regularly contribute and keep your Facebook, Twitter, linkedin and blog up todate with the right level of interesting content.

As a result of this is a Social Media marketing strategy suitable for SME's? 

There does seem to be a gap in knowledge of how to fly this thing call Social Media, with many of a certain generation looking like startled rabbits at the mention of it.

Plenty of innovative media and marketing companies will offer to 'train' you in the dark arts of effective blogging..or essential tweeting....claiming that they're not marketees but fresh approach to customer engagement.....however most techniques are availalbe for free on the internet with a well aimed google search. 

So is there a culture of Emperor's new clothes..? A "We must have it becuase everyone else has it" attitude? Or is it still too early to measure the benefits?

I wonder how we will be looking back in 10 years time and measuring the impact of Social Media for businesses.

(and whilst you're pondering that...check out www.facebook/ToojaysTraining or @TTHRC on twitter!! - Ed )