Category Archives: Customer Experience

4 insights in 8 minutes on entrepreneurship

4 insights in 8 minutes on entrepreneurship

I’m looking forward to my keynote at the Small Business Summit next week -  I did this interview (included below) for the local radio station about what I would be speaking about. My interview with Tony Eades covered so much in such a short time – and it gives a flavor for what I will share at the event. Whether you can attend or not – you might find insights and value in the interview. The topics include: My opinion…

We are multi sensory beings – Aesop

We are multi sensory beings – Aesop

Think about the brands that you love – how do they make you feel? What do they mean to you? Now think about those bill boards that you pass every day – for businesses and products that don’t stand for anything and don’t mean anything (and they may also not be relevant to you either). The point is you don’t think about them, you manage to filter them out of your consciousness. Humans’ are multi sensory beings that are ‘meaning’…

10 ways to fall in love – with your customer

10 ways to fall in love – with your customer

This years theme at RedBalloon is all about Customer Love. We have been playing a game to improve our NPS score… I was recently reminded of this top ten from Zappos.com: 1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top. 2. Make WOW a verb that is part of your company’s everyday vocabulary. 3. Empower and trust your customer service reps. Trust that they want…

A RedBalloon world – the story travels

All over the place - a RedBalloon world

I am often out and about meeting people, customers and suppliers and of course speaking to groups this can take me to anywhere in Australia (and sometimes overseas). It still surprises me that a business that no one had ever heard of a decade ago now appears in the most remote and far distant places. I dreamed that RedBalloon would become a household name in Australia and New Zealand – and in the past few weeks I have discovered that…

Tea for Two – a great reminder of ‘why’ we do what we do.

We all want a few more 'Good Times'

My colleague Shaelene – a customer experience executive at RedBalloon shared the story below on our internal blog…. It reminded me of why we do what we do… to be human is to share special moments. Life is so not about the stuff that we accumulate. We believe that people do need more ‘good times’ in their lives – and this story truly demonstrates our belief. “I received a phone call earlier today from a lovely older lady named Mary…

Customer Intimacy

Sometimes all the intention in the world – still means that a customer does not have a good interaction. The question I pose is can we please all the people all the time? I was saddened by an email I received directly from a customer this week – accusing RedBalloon of not listening….. I reviewed all his correspondence, we had clearly acknowledged each of his concerns and offered suggestions, hence I could see that the RedBalloon team member had listened….

A ‘luxury’ brand experience.

A ‘luxury’ brand experience.

I am fascinated by how organizations personify the brand experience.  It is often so hard to get it right. One thing is promised in advertising but the in store experience is completely different. Company owned stores, however should ‘in theory’ have a far better ability to ensure that the brand is executed consistently at every touch point. This week I was at the AICD course and one of the female participants said she was desperate to get a new handbag…

Gentlemen start your keyboards…

Gentlemen start your keyboards…

At RedBalloon we’re committed to not taking life too seriously, having a sense of humour and fun is one of our values and a little generosity doesn’t go astray either. I figure if we’re having fun our customers will have fun… besides if we are having fun, it does not seem like work at all – we bound out of bed ready for another day at RedBalloon. So I had a bit of a giggle when I discovered how the…

3 Emails Recieved this Week

3 Emails Recieved this Week

We have calculated that the team at RedBalloon send and receive more than 10,000 one to one emails every week ie not automatically generated from the system. I thought I would share a sample of some this week. Email One ‘Hi, Thanks for the email??. Loved the little red book!?? My boss is actually a bit of a jackass (pardon my French)….and while reading the book all I was thinking was ”why can’t he do those kind of things for…

Disgusted… I want authentic marketing

Disgusted… I want authentic marketing

First of all I would like to say to the advertising agencies working on with the political parties for this election… tough gig – the fees must be nice – but, ugh, I bet the briefs you are receiving are cluttered – and the approval process a nightmare. I was watching ‘Top Gear ‘with my son (12) last night – and at every single ad break we were bombarded with political messages. My son would yell at the TV –…