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In this article, I wanted to take a moment to discuss something I find really concerning. Lately it would seem everywhere I go many businesses have signs up about being polite to staff and being respectful to other customers – this is even included in airline safety procedures. Bit sad! What’s going on our society…
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This week dominating our Media here in Australia is Qantas CEO Alan Joyce’s apology. Not only does he apologise for delays, cancellations, and lost bags but the company, which has suffered severe reputational blows in the past year, offered a series of benefits for members of its Frequent Flyers Loyalty Program as a way of…
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Most business owners start up their businesses really well. They have done their homework; they understand that it’s the planning that is equally if not more important than their actual service. They have implemented the 85% of any outcome is achieved in the first 15% rule. They have spent time selecting their products and services and are…
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Recently, I was back in the US presenting the results of their customer loyalty research to senior management and their teams. These guys are absolutely committed to driving revenue through customer loyalty research. They are now achieving an amazing +77 NPS (Net Promoter Score). The main focus when visiting and working with this company is…
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When someone asks me what I do, I always reply with “I do research to drive revenue”. Why? Because quite honestly everything we do is about the bottom line, wouldn’t you agree? We use research to drive loyalty and loyalty drives revenue. Customer loyalty is important for many reasons, these are some of the major ones.…
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In last week’s article, Good Finding – looking for the good I discussed my feedback model and the importance of looking for the positive more than the negative and to also praise effort. There’s another part to this story which you may have heard before, but I believe it’s important to revisit. When I was a…
