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As a Customer Loyalty Expert, Speaker, Trainer, Coach, Business Mentor and Mentor at Thought Leaders Business School where one of our values is to ‘Do work you love, with people you like, the way you want’ it would be remiss of me not to take the opportunity to give a shout out to CUB.CLUB Australia’s members…
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From the moment you interact with a business, there are multiple touchpoints that occur. These touchpoints are called ‘moments of truth.’ Moments of truth are interactions that occur that leave a lasting positive or negative impression on a customer. If you think about an airline for example: you arrive at the airport, check-in, go to…
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As a matter of interest this week, I decided to visit a local shopping center that had just spent millions and millions of dollars upgrading not just one or two stores but the entire shopping center. I had heard conversations from other people in our community that the end result was fabulous, and they were…
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I’m happy to say I’ve been nice and busy working in-house with some of my great clients over the last weeks. While doing this one of my pet topics has come up again for discussion – how companies are doing their induction training and what’s the best way. What I find is there is not a lot…
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Last week I flew home to New Zealand to spend time with my mother who over the last few months has deteriorated very quickly both mentally and physically, due to advanced Parkinson’s disease. Only a few months ago, she was living in her own apartment within a care facility and now she requires 24-hour care.…
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In last week’s article we delved deeper into Statistically Valid Data, Data You Can Trust and looked at different examples as to why it is a critical tool that enables us to make good business decisions based on good profit and customer loyalty. This week we are going to sift through more information, segmentation and…
