Understanding your customers

Great customer care involves getting to know your customers so well that you can anticipate their needs and exceed their expectations.

Marketing with your database

Marketing with your database

A well-designed database makes it much easier to find, analyse and use customer information to improve the service you offer. Our factsheet.

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Marketing with your database FAQs

Small firms need to concentrate on niches that are either too small and specialised for the big boys or too new for a large firm to catch on to.

An employer wearing glasses helping two employees at work

How to shape the attitudes of your employees

宝贝求我我就停下来,你快一点好不好我快要到了 How do you create a positive culture in your small firm? Andrew McMillan of Charteris looks at how employers can change employee attitudes.

'BIG DATA' road sign directing you left

Understand your customers better with big data

宝贝求我我就停下来,你快一点好不好我快要到了 Big data promises to revolutionise marketing analytics and drive results. But what is big data and how do you use it to understand your customers?

Man in suit reaching out to build rapport with a customer

Building rapport with your customers

宝贝求我我就停下来,你快一点好不好我快要到了 Customer-facing functions need to get to know customers on a one-to-one basis, so they can anticipate customers' requirements and exceed expectations.

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Checklist for customer satisfaction

宝贝求我我就停下来,你快一点好不好我快要到了 Retaining customers is cheaper than finding new ones. Customers become repeat purchasers because they like your product and appreciate your service.

A smilng shop assistant packs a customer's purchases

Creating a customer-focused culture

宝贝求我我就停下来,你快一点好不好我快要到了 Customer focus is essential to success in business. Expert Andrew McMillan explains how to place customers at the centre of your business culture.

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Customer service lessons for retailers

It can be tough for small retailers on the high street. Customers are looking for bargains and retailers need to respond to changing customer needs.

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How to turn good service into more sales

宝贝求我我就停下来,你快一点好不好我快要到了 Cross-selling and upselling can make a huge difference to your sales figures. Find out how customer service plays a vital role in making more sales.

Smiling customer hands over credit card at his local cafe

Know your customers better

宝贝求我我就停下来,你快一点好不好我快要到了 Creating a loyal band of customers through good service is a great achievement, but you've got to keep working at your relationship. Find out how.


Turn your customers into your best sales people

宝贝求我我就停下来,你快一点好不好我快要到了 Good customer service can turn customers into evangelists for your product or service, spreading the word and bringing in new business.

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Understanding how customers make purchases

宝贝求我我就停下来,你快一点好不好我快要到了 Your CRM system may hold valuable information about your customers that will help you to understand how they make purchasing decisions.


Why it pays to profile your customers

Understanding your customers is the secret of successful selling. The more you know about them, the easier it can be to increase their spending.


Working with a big client

If you rely on one big customer for much of your trade, it is critical to build on the relationship to retain their business and win future sales.