Category Archives: Business And Productivity

Cathy Byrnes on Mindmapping

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This webinar is an interview with mindmapping expert, Cathy Byrnes, about how she uses mindmaps for everything from her daily to-do list to studying in university.

To your online Success,

Using Evernote With Bridget Greenwood

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Join me as photographer Bridget Greenwood shows me how to use Evernote. Complete with all my mistakes.

Systems And Goals With Carol Glover

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Business and productivity coach, Carol Glover, shares her insights about creating systems and goals that work for your personality.

Customer Service and Retention

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Store Door opensI received the following email from Gary Ford (published with his permission) and was really impressed with some of these stats. I know as a consumer I certainly agree with a lot of them, especially #6 about not complaining but never going back. These points make it very clear where your priorities as a business should be.

[Guest Post]
1. 65% of customers leave because they feel unappreciated and only 9% leave because of price -Gary Ford “Life is Management”.

2. A customer is 4 times more likely to defect to a competitor if the problem is service-related than price- or product-related – Bain & Company.

3. The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.

4. For every customer complaint there are 26 other unhappy customers who have remained silent -Lee Resource.

5. A 2% increase in customer retention has the same effect as decreasing costs by 10% – Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy.

6. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1Financial Training services.

7. A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. – White House Office of Consumer Affairs.

8. Happy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affair.

9. 70% of buying experiences are based on how the customer feels they are being treated – McKinsey.

10. 55% of customers would pay extra to guarantee a better service – Defaqto research.

11. Customers who rate you 5 on a scale from 1 to 5 are six times more likely to buy from you again, compared to ‘only’ giving you a score of 4.8. – TeleFaction data research.

12. It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legner.

13. A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company.

14. It costs 6-7 times more to acquire a new customer than retain an existing one – Bain & Company.

15. eCommerce spending for new customers is on average $24.50, compared to $52.50 for repeat customers – McKinsey.

Check out Gary Ford at for all the your training and motivational needs. I met him at an event and he is a very entertaining and informative speaker.

To your Online Success,

Join me as I use the Human Time Machine

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Paul Evans and IPaul Evans is someone I consider a mentor and friend. Plus, as you can see from the photo, he isn’t a whole lot taller than I am. He recently said “If we can master our time; if we can master our time; we can control our destiny!”

Now that we are well into the new year, Paul’s question to me was how am I doing with my goals and resolutions? Am I already thinking about compromising my plans and have maybe even slipped a few times already? (I think Paul must have a hidden camera in my office).

Then he said, “No worries! Do NOT give up.” Was I glad to hear that, since I was ready to throw in the towel and claim I couldn’t do it after all!

Paul told me about the ultra-Simple 3 Step Method he uses to be more productive by 10:00am than most people are ALL day. He uses a special tool that we can add to our arsenal of personal productivity. I’m planning to give it a try and wonder if you’d like to join me as I try to make the rest of this year look the way I envisioned on January 1st.

Paul has created a short but high-energy 8 minute video showing how we can master our personal productivity and have high levels of accuracy and productivity combined.

Click here to watch the video

The video is NOT boring, Paul never is. It’s only 8+ minutes, but you’ll love all of those 8 minutes. I know I did. Paul is highly engaging and helpful anytime he shoots a video or speaks on stage.

But more than that, this is about OUR PRODUCTIVITY and OUR EFFECTIVENESS.

We could even have a productivity competition if you like! At least, keep me posted on your progress and I’ll do the same.

Click here for the productivity tool video

Here’s to a great rest of 2013 and your online success,

P.S. – Paul mentions Nicheology, one of the few membership sites I belong to and full of great tutorials and content to help you promote your expertise. I can’t say enough good things about Nicheology or about Paul Evans! And he uses a lot of his income to help orphans in third world countries.