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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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This week I’m asking myself WHY? WHY, is it that I am constantly told by friends and colleagues that I should work with this company or that company because as customers they experience a massive variation in the customer service they receive? WHY? Do I get told about this massive variation between stores within the…
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I often write about handling more difficult situations like my recent airline blog, Standing In The Shoes Of The Customer Creates Great Customer Loyalty but then you feel frustration when the basics are not done as happened to me last week. Whenever this happens, I look at why. You can blame the person who served you, but…
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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…
