Matthew Fenton

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Here’s How One Business Quadrupled Its Sales in a Flat Market

January 23, 2018 by Matthew Fenton

For many leaders of smaller businesses, sustainable growth can be difficult to conjure up.  If that sounds like you, I’d like to introduce you to a company that should give you hope.

Consider these results:

  • This company has averaged 19% compounded annual growth over the last 8 years, with annual growth never less than 6% during this period.
  • This company doubled sales in one five-year period, and nearly quadrupled sales in eight years.
  • Notably, this growth was earned in a mature market that can be challenging to sell to.

And they did it without relying on any “secrets,” gimmicks or silver bullets.

Intrigued?  Let’s get to know them a little better. [Read more…]

Filed Under: Brand Experience, Brand Management, Brand Strategy Tagged With: Bob Rogers Travel, culture, customer service, focus, service

Poor Customer Service – Widespread, But Easy to Fix

January 11, 2017 by Matthew Fenton

Exhibit A:

Before a recent vacation, I emailed a pet-sitting service to inquire about their pricing and availability.

It took them 11 days to respond, during which time I located a less expensive, more convenient option.

Exhibit B: [Read more…]

Filed Under: Brand Basics, Brand Experience Tagged With: brand lessons, customer service, differentiation, service

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