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Return to expert listMac Mackay
Duncan Alexander & Wilmshurst
Managing Partner
PO Box 6999, Daventry, NN11 3ZT
Contact: Mac Mackay
Company description
Founded in 1992, Duncan Alexander Associates had a clear mission: to provide contract colleagues to see the way to enhance organisational performance. Following early success we acquired John Wilmshurst Marketing Consultants. Their ability to show the way through well-regarded training was a valuable asset and Duncan Alexander & Wilmshurst was formed.
About the expert
Seeing the way... refers to my business advice. Whether that's finding more about your customers - their needs, wants, and desires - or finding more about your organisation and how well it delivers its promise, you'll get a bespoke service giving you clear answers to searching questions. From there, we'll build customer focused strategies giving you a sustainable competitive advantage. And since those strategies will be delivered through your people, I'll help you select and retain the best.
Showing the way... refers to our training solutions. Our aim is to help you develop your people by providing training for 1 to 1000 people. That means I'll provide coaching or mentoring for one individual or run a series of events for your whole team. In marketing, advertising, sales and the whole gamut of marketing communications. In management, in leadership and in customer care. And as a 'contract colleague', I am flexible to suit the way that you want me to help you. While I've written loads of books on marketing, customer service, and management, it is the practical world that interests me - so get in touch and between us we'll make demonstrable improvements to your business. Look out for me on Linkedin, too.
Articles by this expert, by highest rating
Looking for customer satisfaction
Let's not be too cynical about it - most organisations are in business to make money. But research has shown that there is no direct relationship between customer satisfaction and profitability. Even those companies with a massive management focus on customer service aren't necessarily successful at it - yet having happy customers seems to be a simple matter of common sense…
Think like a customer
It is essential to bear in mind the attitude and feelings of the customer when you are dealing with a complaint. The best way of doing this is to put yourself in the customer's shoes…
How to communicate cooperation — dealing with customer complaints
This section gives you a few useful techniques to help you deal with complaints and builds on the ideas in the section on customer and after sales-service…
How positive is your attitude to customer relationships?
Put a tick in the box beside each of the statements below indicating the extent to which you agree or disagree with each in turn to find out how positive your approach to customers is…
How to develop your business-to-business operation
If you really want to be successful in developing your business, here - in strict order - are the five smart things you should do. Don't move to the next thing until you've done the previous one - thoroughly and well…
Five ways to solve customer problems
Technique No. 1…
Managing customer expectations
Customer service is all about expectation. A business that offers a fast response or a personal service is setting up an expectation. If that company does not fulfil its promise, its customers will be disappointed…
20 tips to improve your customer relationships
Here are 20 things you can do to improve the rapport you have with customers…
How to sell more to your retail customers
While many organisations work hard at chasing and seducing new customers they risk missing the opportunity to grow by increasing the value of existing customers. The good thing about encouraging the customers you already have to use more of your products or services it that it need not cost much money - just use every bit of the 'brand' that touches your customers from packaging to the web page, from manufacturing to customer service people. Use it not just as a promotional tool but to actively promote usage…
Developing a customer charter
We know from the introductory notes that client care is fundamental to any business - but how do we measure up? What are the specific skills we need to ensure we perform well…
Ask your customer what they think
Many organisations believe that they know whether their customers are happy and satisfied with their service, despite never having asked those customers. It may be presumptuous to hold such an opinion because suppliers often place too great a focus on their technical offer to customers (the product or service they provide) at the cost of the elements of service that customer evaluate…
Business-to-business loyalty
The following is a 'menu' of activities that you might consider to get a business customer disposed to use your firm again…
Exceptional customer service
What is exceptional customer service? One definition is…
Using existing data to understand your customers
While your database or customer relationship management system (CRM) may hold valuable information about your customers that will help you to understand their needs, you can gather more information to improve your service further…
Profiting from customer complaints
The heading above may seem like an odd statement but it bares some analysis: you should welcome complaints from customers - as how else would you have known that they had a problem and what opportunity would you have had to put things right…
Seven approaches to dealing with customers
A good standard of communication combined with the psychology of customer service suggests seven good approaches to dealing with customers…
Building rapport with your customers
We know that understanding customers is the key to giving them good service. So, how do we go about understanding them? All customer-facing functions need to get to know customers on a one-to-one basis as each person deals with them face-to-face; in that way individuals can anticipate each customer's requirements and exceed expectations…
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