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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…
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In my last article How Do You Reward Your Customers I spoke about two key elements of customer loyalty which underpin the foundation of your customer experience. Rewarding not punishing your customers – Comes back to being in the world of your customer and doing nice things for them. When we do this, our customers…
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In my article last week I discussed warranties and what’s the right thing to do when they expire. Since then, I have had many questions put forward to me around Gift Cards and Vouchers. Again, It’s a Tough One or is it! So, I decided to research the Australian Consumer Law – New Gift Card Laws…
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I was recently asked my opinion about warranties, especially what’s the right thing to do when they expire. A tough one! Then as often happens the next day we had to return a used scooter we had bought from a local store, out of warranty. The store did not question our complaint with its ride,…
