The Secret to Delighting Customers: Putting Employees First

Monday, July 4, 2016

So we all agree that happy customers not only return, but share their positive experience. Consequently, organisations looking to thrive are constantly looking for ways to keep customers happy. Recent research by McKinsey&Company, through Dilip Bhattacharjee, Jesus Moreno and Francisco Ortega (Read it here), has found that a major contributor …

5 Ways to Authentically Engage Your Customers

Monday, April 11, 2016

In case you hadn’t noticed, customers are more likely than ever before to complain about your organisation, using their personal and social media networks to “spread the word”. They are also acutely aware of their options – they can walk away from you and engage with another organisation just as …

Lessons from Starbucks

Sunday, November 8, 2015

If you don’t know who Starbucks is then you really need to get out more, read more, or watch more TV. Starbucks is the largest coffeehouse in the world (21,000 stores in 65 countries) and one of the fastest-growing companies in the USA. I am a firm believer in learning …

Award Winning Customer Service

Sunday, October 25, 2015

It’s a long story how, but I recently came across the website for the Australian Service Excellence Awards, hosted by the Customer Service Institute of Australia (CSIA). Interestingly the 2015 awards will be announced this week (28 October, 2015) and there is much excitement leading up to this event. As …

Appealing to the Millennials

Sunday, September 27, 2015

Very recently LinkedIn undertook a worldwide survey of the Millennials (born 1981 – 1997) about their attitudes to the financial services industry, and banking in particular. Business Insider has accessed the data for the Australian people and have compiled an infographic that gives their preferences. You can read about it …

The Millennials

Monday, July 20, 2015

They are no longer coming, they are here! The Millennials (ages 17 – 29) have arrived in the workforce and have money to spend. They are like no other generation before, coming from a period of significant prosperity with little adversity. And they know how to flex their collective muscle. …