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Marketing essentials

How to create a marketing plan for your small business - build a brand, target customers and set prices that will maximise sales.

Online marketing

The internet has transformed business marketing. No matter what you do, the internet is likely to be at the heart of your marketing strategy.

Social media

Social media is firmly established as a marketing tool. Having a presence opens up new lines of communication with existing and potential customers.

Advertising

Good advertising puts the right marketing message in front of the right people at the right time, raising awareness of your business.

Customer care

Customer care is at the heart of all successful companies. It can help you develop customer loyalty and improve relationships with your customers.

Sales

Sales bring in the money that enables your business to survive and grow. Your sales strategy will be driven by your sales objectives.

Market research

Market research exists to guide your business decisions by giving you insight into your market, competitors, products, marketing and your customers.

PR and promotion

Exhibitions and events are valuable for businesses because they allow face-to-face communication and offer opportunities for networking.

Customer care

Customer care is at the heart of all successful companies. It can help you develop customer loyalty and improve relationships with your customers.

Resource topics

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Dealing with awkward customers

Hard-to-please customers can create a dilemma for small business owners: should you bend over backwards to keep them happy or let their business go?

Golden rules of complaints handling

Although no one likes receiving a complaint, they provide an opportunity to identify and rectify problems with your current systems or product.

Types of complaining customers

When customers are dissatisfied with the service you're providing they fall into one of four kinds of complainers. How do you tailor your response?

How to encourage word-of-mouth recommendations

Word-of-mouth recommendation is one of the best forms of advertising, because it is persuasive, credible and free. Find out how to achieve it.

VIP customers

Every business has its best customers: the ones you want to keep. So how do you reward them? And should you give everyone the same VIP treatment?

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.

Why technology alone won't improve your customer service

However up-to-the-minute your technology is, the human touch is far and away the best way to keep customers happy and generate more business.

Eight great customer service uses for VoIP

Customers expect to be able to reach you immediately when they have a problem. The right communication systems can help you operate more efficiently.

Essential guide to building customer loyalty

How to improve customer service and build customer loyalty to boost sales and encourage word of mouth recommendation.

Handling customer complaints - checklist

A clear complaints-handling procedure enables you to resolve issues and maintain a positive relationship with customers. Use our checklist to better manage customers' complaints.