Read Posts by : Jake Burgess

Customer Experience Lessons from the Hospitality Industry

The hospitality industry reigns supreme when it comes to customer experience. When your product is an experience, as opposed to something you can take home, making that experience unforgettable is the top priority. After all, if you don’t offer your customers a great experience, why would they come back? With…

How to Measure and Reduce Customer Churn

Losing customers is never welcome news for a business. However, some customer churn is unavoidable, so should your company just take it on the chin and invest more heavily into customer acquisition to make up for the losses? It’s not a simple case of “you win some, you lose some”.…

How to research, create, and use buyer personas to boost sales

No matter how big or small your marketing budget, you’ll want the greatest possible return on your investment. As many as 61% of marketers consider traffic and lead generation the greatest challenge for their company. One way to improve your marketing strategy is to build it around buyer personas. These…

Holiday Marketing Initiatives – The Naughty and Nice List

It’s that time again! Love it or hate it, the end of year festive season is a massive opportunity for businesses. It’s expected that your business, and every other, will run Christmas and New Year promotions. Even if sales aren’t your normal style, you have license to be a bit…

Why A/B testing is better than “A then B” guessing

In recent years, data has dethroned oil and become the world’s most valuable resource. Most companies understand the importance of data, soliciting customer feedback and utilizing numerous tools for analytics. Many also appear to recognize the value of experimentation as a source for great insights. However, when it comes to…

Prioritizing Your Employees’ Mental Health and Work-Life Balance

Most managers reading this will already know the principle at the heart of this article: good employees are worth looking after. And hopefully it’s clear that that doesn’t mean chaining them to their desks and wringing every ounce of productivity out of them. It means supporting them to enjoy their…

Share What You Learn: Delivering Data from Surveys

Surveys are great tools for gathering the views of employees, customers, patients, students, residents, and just about everyone else. However, many companies lose sight of the true value of the survey.  The real value isn’t conducting the survey itself; it is derived from what we do with the results. One…

The Costs of Poor Hiring Decisions — and How to Avoid Them

Effective hiring is a key tenet of success for almost every business. Bringing new talent into your organization will allow you to grow, whether that means making more or better products, reaching a wider audience, or expanding your offering.  Sometimes, hiring isn’t about growth but continuity—it’s a fact that owners…

Building Careers, Growing Businesses: Why Professional Development Matters

Investing in professional development should be a high priority for both individuals and organizations. In order to adapt, grow, and stay competitive in today’s dynamic work culture, it’s necessary to learn new information and keep skills up to date. Fortunately, finding new learning opportunities as well as cost-effective ways to…

Customer Engagement: How can brands give as good as they get?

How to structure powerful customer communications that deliver more Imagine receiving a survey with the following question: "Would you like to spend $X million by passing this bond?" How would you answer? The likelihood of a negative response is high if you don’t know enough to give an informed answer.…