Customer facing roles are among the hardest in the game. Known as the front line, these are key positions, with the power to make or break your business – so it’s no wonder organisations invest big money to get the customer facing message and delivery spot on....
In the last couple of weeks I hope I’ve sold you on two key thoughts: Half the battle is turning up The battle is less bruising when you’re talking with old clients We talked last week about some things you could discuss with your old clients. But rather than call...
“Outrageous!”. “Shameful!!”. “How could anyone treat you like that…???!!!”. Just a few of the reactions to last week’s post. It struck a nerve – I got more feedback than from any previous post… none of it surprised Westpac was our heartbreaker. You probably...
There is a lot of talk about removing friction for your customers during the on-boarding a customers particularly for digital service. In short this means ensuring the customer has to go through the minimum number of steps to sign up or buy your service. Amazon...
One of the pieces of work I have been consulting on recently relates to loyalty and understanding the impact it has on changing customer’s behaviour. One of the areas I reviewed was Supermarket petrol discounts which has a number of fascinating elements to it....
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