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The Fourth Industrial Revolution has redefined customers’ expectations to the point that 80% of them now consider their experience with a company to be as important as its products. The implications on the world of customer service is unprecedented. Providing good customer experience is the key to building your business. Industry research shows that an average of four out of five customers who receive excellent service will return. And this improves your bottom line. But what if you’ve been losing customers. Could it be due to your customer experience? What other impacts could bad customer service have on your company?   BAD CUSTOMER SERVICE: THE NEGATIVE IMPACTS 1. A decrease in lead conversions and increase in costs of attracting new customers. 2. A drop in customer lifetime value and damage to your company’s reputation....

Oftentimes, businesses rely on a patchwork of disparate systems and spreadsheets to solve their immediate business needs. But as a business grows, these disparate systems create operational inefficiencies that can impede a company’s ability to reach its full potential. This report presents how fast-growing businesses overcome their challenges with a cloud-based ERP. Thank you. Please download the whitepaper here.

Has Your Business Outgrown Xero? As small businesses grow, so do business processes. Small businesses require an integrated solution that not only supports growth but also sets up the business for continued success. Xero’s inability to keep up with the demands and complexities that come with growth often result in owners having to work around the limitations of the software. How do you determine when it’s time to move to a more scalable solution? Thank you. Please download the whitepaper here.

As competition continues to increase, more and more organisations are considering how they can optimize Customer Relations Management (“CRM”) to be more strategic in attracting and retaining customers. A key component of an optimized CRM strategy is how well your organisation obtains and uses high quality, clean and trusted data. Incomplete Data Restrains Customer Experience Segmentation and Nurturing Different customer segments have different needs and different touch points along their respective customer journeys. And when you don’t have enough data, or your data is faulty, you can’t meaningfully segment your customers. It’s even worse is when dirty data causes inaccurate segmentation. What happens if, for example, you are driving customers away through incorrectly targeted promotions? Perhaps you only realised it once you have started interacting with your customers,...

In this age of Big Data, data is power – and you and your company can benefit immensely from understanding what it’s telling you. But how can you leverage your data treasure trove? Here we will go through 4 steps to improve your data analysis process. #1: Understand the relationship between quantitative and qualitative research and analysis  You’re likely to hear “qualitative” and “quantitative” any time big data is being discussed. But what do those terms actually mean? And how are they interconnected? How will the answers you find during qualitative research allow you to be more informed in your quantitative research? Qualitative Research: Type: an adaptable way to informally collect information and develop preliminary hypotheses Method: small sample sizes, such as focus groups, individual interviews, and observing customers interact with your product or service...

At the outset, it is clear that Facebook is currently dealing with its share of privacy-related issues. Time will tell how things pan out for Zuckerberg and Co. in light of Cambridge Analytica, a somewhat surreal US Senate hearing, and the new GDPR requirements being levelled across the EU (more on that below). However, as this is far from the first time that Facebook’s privacy issues have come under scrutiny, we believe Facebook will weather this privacy storm as it has countless others and remain a leading advertising and marketing platform. How Your Business Can Leverage Facebook Data With upwards of 75% of Hongkongers saying they prefer it to other popular social media platforms, Facebook is practically everywhere. And given how much data it has on its users,...

Business-to-business development is all about getting that next client. A business without initial leads is like a flight without engine; no matter what kind of fuel you put into it, it will never take off. However, generating qualified leads isn’t easy and in the SMBs B2B space it’s down-right difficult. In the era of the technology-empowered customer, a mix of inbound marketing, social media and content marketing could be the answer. So how do you do that? Here are 7 ways to hone your B2B lead generation strategy: #1 Prioritise inbound leads over outbound leads Traditional marketing for B2B like advertisements, internet banners and cold-calling – is considered outbound marketing. Inbound marketing is the reverse of outbound. It is the individual prospect who chooses the type and timing of...