It used to be the perfect indicator of the health of your business. The constant wail of the phone ringing meant that there was plenty o…
It used to be the perfect indicator of the health of your business. The constant wail of the phone ringing meant that there was plenty o…
This article first appeared on July 25, 2011. It’s time to go undercover for a little investigation into your customer service systems …
It is five times easier to keep a customer we have than to get a new one – so taking customer satisfaction and retention seriously should …
The American Express Global Customer Service Barometer found that Australians will pay more – in fact, up to 12% more if they just got bet…
On Saturday, while out shopping for a few supplies, two different consumer experiences were marred by the same lazy attitude and general dis…
This article first appeared 17 March, 2011. Emails. Phone calls. Text messages. LinkedIn messages. When you are in business, there is a …
I left the Sydney Airport terminal and was welcomed by the humid morning air. I positioned myself at the cab rank and waited in line for…
Sometimes all the good intent in the world still means that a customer does not come out of an interaction happy. The question I pose…
We all know that in order to establish a successful business you need to focus on delivering a solution to your target market. A produ…
We have a pretty simple online business of selling vacuum cleaner parts and accessories. What avenue should I consider to increase growth wi…
I seem to be able to get my smaller customers to be repeat purchasers, but with my larger clients it’s a bit harder. Should I be treating …
Should I encourage my staff to chat to customers in-store? Or should I just get them to hurry through people so that the tills keep ringing?…
