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#CX

You Can’t ‘DO’ An Apology

by Craig Cherry

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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Be Careful Of The Poo Sandwich!

October 23, 2024 By Craig Cherry

How often do you catch people doing it right? It’s easy to see when people miss things but how often are you catching them doing it right, not only in the workplace, at home, or even with your partner and as a parent, are you reinforcing the behaviours you want to see. The secret being…

Is Your Team Fired Up and Ready To Go?

April 26, 2023 By Craig Cherry

Over the last two week’s I have been thinking about culture, teams, customer service and of course loyalty. Fundamentally – engagement. Deciding what the culture of your company will look like is easy, right? Yet, ensuring the company culture is embraced, picked up, run with and demonstrated by every staff member, department and leader every…

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