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As a Customer Loyalty expert, I harp on about the customer experience. I spend a lot of time talking about the customers feelings and how each interaction directly impacts how they feel. I also spend a lot of time talking about the difference you can make to each of your customers, and I am often…
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Like many people, we recently had to go into quarantine as we recently moved interstate, and as much as this is something you don’t really want to do it, you just have no choice. What has surprised me the most about this experience is the level of care that has come from Tasmanian Health and…
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With the COVID restrictions easing and businesses able to re-open, the biggest concern I am hearing from my clients at the moment is the challenges they are facing to find, recruit and retain their core staff. With many businesses re-opening at once, it is no surprise each business is competing for a smaller pool of…
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Businesses re-opening after lengthy lockdowns, will need to address the changes to economic activity, changing cultural norms, societal values and behaviours bought on by the COVID pandemic. But there’s more to it than that – keeping your customers at the center of your business – it’s more important now than ever before. Put yourself in…
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When we talk about customer service, we often forget about when the best time is to greet people and farewell. We talk about, greetings and farewells and asking questions but what’s not really discussed in detail is timing. For example, when do you greet someone? When is the right time to greet someone? If you…
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It’s 10/10 or Nothing! A lot of companies bring in sales trainers to upskill their team and teach new sales techniques and not to say that there is a lot of validity to this , but I often think about one thing and that is – how do they know what to train, has the…
