Category Archives: WOW

Why people buy & 15 tips to keep them buying…

Everywhere I turn I am inundated with information about how to ‘survive’ in an economic downturn.  Many of the authors focus on ‘improving customer service’ to ‘stand out from the crowd’ and ‘help sustain customer retention’.  I totally concur with all this advice – however, this is how I believe all businesses should operate anyway – good times or bad.  So – let’s take a little look at consumer behaviour – and get an understanding of why people buy – and what we can do to ensure they keep coming back for more…

It’s rare for businesses to truly understand the customer decision making process.  Indeed, the majority of business owners would suggest that price is the largest contributing factor as to why people buy from one source instead of another.

Whilst the importance of price cannot be underestimated – (and indeed in certain industries price competitiveness is indeed the key determining factor) – there’s usually far more to it than simply price.

What do customers value?

Studies have repeatedly shown that the top 5 issues shoppers buy on are:

1. Convenience (ease of shopping)
2. Relationship with seller
3. Product / Price / Time (specifications, price or availability)
4. Perceived indifference
5. Misc

The real one to watch from the above list is – Perceived Indifference

Continue reading Why people buy & 15 tips to keep them buying…

A WOW experience – a rare thing indeed…

A WOW experience – a rare thing indeed…

This weekend I had the rare treat of escaping my ‘mummy’ duties to visit my best friend in Yorkshire.  I took the direct train to Leeds (4 hours of bliss reading books, listening to music and doing absolutely nothing…).    My WOW experience didn’t happen on the train (there’s a surprise) but that evening, we visited Akbars – a curry house near Bradford.   We arrived by car and across the road from the restaurant was a car park – the team at Akbars manage the car park and a very smiley and polite chap is guiding the masses into available spots.  And where spots were not available – they were taking keys – and advising that they would park the car for you leave your keys with the reception manager!

Continue reading A WOW experience – a rare thing indeed…