We’re here with practical marketing information for your business. Access comprehensive marketing resources and more.

A marketing strategy tells you what to say, how to say it and who to say it to in order to make more sales. Our guide to the basics.

Market your business online - from your website to social networking, advertising, search engine optimisation, email marketing and more.

The basics you need to know about raising your business profile through advertising, and how to make sure your campaigns are successful.

Focusing on taking care of your existing customers could be much better for your bottom line than chasing new business. The basics of customer care.

No business can survive without selling. Our overview of planning your sales strategy and recruiting, training and managing sales staff.

Get the basics right - our quick guide to the main types of market research and how to get the information you need no matter what your budget.

Direct marketing is ideal for small businesses as it's highly targeted, cost-effective and simple to DIY. Our guide to how to get started.

Start here - find out how attending and displaying at exhibitions and events can benefit your business, and learn how to build your network.

PR

The basic things you need to know about PR for your business, building relationships with the media and managing the impact of publicity.

Setting up a customer care programme - checklist

From demonstrating that you understand your customers to handling complaints promptly and effectively, learn how to set up a customer care programme.

  • Learn as much as possible about what your customers want - encourage them to provide feedback and make it easy for them to do so.
  • Demonstrate that you understand your customers - for example, by keeping records of their purchases on your CRM system and only offering them products which suit their needs.
  • Design systems which suit your customers, such as easy online ordering and fast delivery. Give them options such as next day delivery - there will be an extra cost, but they may be happy to pay it.
  • Set clear service standards and train employees to meet them.
  • Keep your promises and exceed expectations - provide advance warning of any problems or changes.
  • Ensure all employees understand their role in satisfying customers - consider offering incentives for good customer care performance.
  • Regularly contact customers - personalise emails and letters, provide information useful to them and express your appreciation for their business.
  • Make it easy for customers to contact you by providing a named contact or account manager - answer phone calls and reply to emails promptly.
  • Delegate authority to customer-facing employees to allow them to make decisions and resolve problems.
  • Handle complaints promptly and effectively.
  • Keep records of all customer contacts, and use them to improve your understanding of individual customers and their requirements.
  • Ensure that all customer-facing employees have easy access to customer and product information.
  • Analyse the profitability of different customers or market segments - provide superior care to your most profitable customers.
  • Consider offering valued customers extras - for example, first choice on special offers, loyalty bonuses, a service helpline or entertainment.

Stay up-to-date with business advice and news

Sign up to this lively and colourful newsletter for new and more established small businesses.

Contact us

Make an enquiry