Things often happen in threes, and today I have had three curly questions; one from a consumer customer, one a corporate customer and one a supply customer. Is exemplary customer service about having ‘Happy Customers’ at all cost? Does a business need to do everything it possibly can to keep customers ‘happy’ – or is it a case of ‘you cannot please all the people all the time’? I’m tremendously proud of RedBalloon’s growth, and the sheer quantity of customers…
Tag Archives: Business Growth
Coming Up this Week 31 Jan 2011
A real highlight last week was being part of the committee judging the finalists of the Qantas eXcel awards. This is the people’s choice awards – the finalists were selected from the 6000 letters received from the public by Qantas. The citations of what people do for other people was truly touching….. This Week Monday: Client meetings in Melbourne Tuesday: My son’s first day at his new school Wednesday: Filming for Kochie’s Business Builders & Engagement Capability Event Thursday: Supplier…
How to double your chances of an >80% engagement score
Often I get asked ‘what is your employee engagement secret?’. Megan (RedBalloon Employee Experience Manager) argues that we don’t have an engagement secret (maybe because we will tell anyone who is interested what we’ve learned – so by definition it’s not a secret). It does take focused commitment from every leader in a business – consistently. Employee engagement is a journey not an activity. Some organizations are further along their journey than others – but how do you know where…
Happy Suppliers = Happy Customers
It is the festive season – so obviously at this time of year you think ‘who has helped me this year?’ Clearly no business can operate without it’s supply community. Our fabulous suppliers who deliver on our brand promise everyday are critical to our success. Great supplier relationships can make the strategic difference to a business. I remember when I was at Ansett Airlines – many suppliers had to wait for months to be paid, yet were asked to perform…
Coming up week of 6 Dec 2010
Christmas is in full swing at RedBalloon – with lot’s of records being broken including passing 888,888 on our BHAG scoreboard on Saturday… Adelaide was a productive trip last week – introducing the Recognition Every Day (RED) Toolkit to many businesses and enjoying fabulous South Australian hospitality. I was included in the Dynamic Business Magazine and Symantec Technology Round table – and I was very pleased to have my colleague Roneel join me – as he is far closer to…
Dream Employers – a brand story.
At the launch event for the Dream Employers, as a participant of the panel – James Garriock, CEO Insync Surveys asked me to respond to the following questions… I share with you the essence of my answers. 1. Brand is the most appealing attribute for a Dream Employer. What builds a brand and do you think a strong brand equates to a great employer. Why? Brands are built in the hearts of our customers through the relationships they have with…
Pet’s in Hospital… joy
I just received this delightful email from a RedBalloon experience supplier. It is such a beautiful story of a perfect gift…. and something I had never considered. A pet is often very much a member of the family – and when the family member (especially children and the elderly) is in hospital for a very long time they can desperately miss the family pet. As Jill explained: “Hi Naomi, I supplied a cushion to a RedBalloon customer who had bought…
Three lessons in respect
One of my colleagues asked me ‘People are saying that there will be a plethora of sexual harassment claims now that the Mark McInnes/David Jones case has been settled – especially given the Christmas season is upon us; what do you think?’ I responded: the case and the embarrassment caused to an iconic Australian retailer is the biggest wake up call to any leadership team. This type of behavior is not going to be tolerated. Leadership teams simply cannot afford…
Which RedBalloon for Oprah?
Sometimes – one does get slightly stuck on what to give someone… but if this someone happens to be very important – and her first ever (and maybe only trip to Australia) which RedBalloon experience would be perfect for her trip in December – HELP? Oprah Winfrey is coming to Australia for the first time in December and the RedBallooners are bouncing off the walls with excitement over the idea of sending Oprah on a RedBalloon experience while she’s here….
Coming up this week
My wee brain has been in overload this week – learning as much as I can… I have an insatiable appetite for knowledge, to learn and discover new things. I find that when I am with people who also have an inquiring mind that conversations get vivid and very interesting. This week I attended the Marcus Evans CMO event in the Gold Coast – and in ‘only GC style’ – they managed to send a stretch limo just for little…
Imagine running a business based on fun - that's what I decided to try when I left a very serious corporate career in marketing to set up RedBalloon...
