Are you passionate enough?

I’m obviously not referring to your romantic aspirations here – but being truly passionate about your business is worth giving some serious thought to.

I recently went to see a client about providing some social media training solutions for their new membership business.  In the course of our chat, the client asked what my ‘life purpose’ was in terms of my business aims and ambitions.  That’s an interesting questions isn’t it?  How often would someone ask you such a deep question?  Would you be ready with an answer? However, I had done some serious thinking about this – and I had my answer right there.  I started to talk about my passion for customer experience excellence.  Now, I didn’t just chat casually about my concept of helping business owners build better relationships with their customers in a ‘spouting the spiel’ manner , I got really animated about why I wanted to do this.  I articulated my vision, my values and my true belief that helping UK business owners get better at building good relationships with their clients would make the world a better place – I truly believe it’s that big!

And guess what – I didn’t get the social media contract – but I did get my first client for my customer experience consultancy!

It pays to be passionate!

It’s all about YOU!

2012 is all about building better relationships for your business

want do your customers want?

Here we are at the start of our journey exploring how best to impress our customers and provide the best customer experience – so where should we start?

We have to take a moment here, to step back and contemplate. We need time to focus on exactly what our customers and clients WANT. This is not about us telling them what we do, it’s about understanding what they need from us to help them buy or stay!

Step one – know yourself

Self-awareness – that old cliché – but we need to know ourselves well:

  • what motivates us
  • what reactions are pre-programmed
  • what our default settings are
  • how we react to types of people and situations

Some of us are naturally self-aware, and some blissfully unaware, but we need to get better at understanding the way we work in order for our relationships to be successful with others.

Step two – your vision

You must clearly understand your ultimate goals, what success looks like for you and your business – or you will never get focus and clarity. It may take time to define, but once clearly thought through you must share and articulate your vision with your staff and customers.

Spend time thinking about who really stands out in the field – study them, read about them and try and emulate what they are doing best. Spend time, money and effort on personal development – mix with inspirational people who will help you achieve your goals.

Which companies or individuals are stand out for you? Who is/are your role model(s)?

Step three – your values

We must link everything to our values. Each of us is unique and we have some strong personal values that must be fulfilled in order for us to be able to continue and indeed succeed in our businesses.

It is all of these combined factors that will attribute to your success in customer experience excellence:

  • customers will buy into your vision, from the passion your exude as you are clear on your journey and mission
  • you will gain their respect from being true to your values
  • your customers are buying you – the real you – not some phony ‘I must behave like this to win you over’ version of you!

It’s definitely all about YOU!

If you would like some help in working through some of the points raised above, I would be delighted to chat – please email in the first instance to 


(a version of this article first appeared on the Michelle Holmes blog)



Happy New Year and Happy New (and old) Customers!

Happy New Year

I’m so excited about 2012 – as this marks the launch of my new consulting business as a customer experience champion!

I’m really delighted to be able to offer my services in helping UK business owners get better at their relationships with their existing and potential customers – through the quality and frequency of communications, events and of course my favourite medium social media!

I want us all to make some business resolutions for 2012 – it’s a tough commercial world out there  – and our best shot and keeping and finding customers in 2012 is to become fantastic at creating a brilliant experience in interactions with our services or products.  It’s not an overnight fix;  we need to create or enhance our business personality, improve or create a reputation for customer service brilliance and really create a buzz around what we do.

Good luck for 2012 – but luck alone will not suffice – here’s to a year of forging fantastic relationships!