Tag Archives: Customer Excellence

What new thing did you do today?

Life is too short to miss out on new experiences; routine can be wonderful but new things stimulate our creativity, conversation and the richness of life.  What have you got on your ‘one day some day maybe’ list?… What is it that you have always wanted to do but have delayed because it is too far away, too expensive or you just don’t have the time. We are all given 24 hours in a day… how we choose to use…

The ‘customer gets customer’ rule for start-up valuation

As we head toward Sunday night and the new time of 9.00 on Channel Ten’s Shark Tank I wonder how many pitches will be considering how customers find customers. For the telephone to be successful, the owner of the phone needed to have friends who also had the device… it was the original ‘friends get friends’ marketing campaign. Fax machines were only useful if you knew someone who had one. In my early days at IBM the first fax machine…

Why I ate pet food on national TV and why I would do it again

Image courtesy of TEN - On set for Shark Tank

When I walked into work on Monday morning I was met by RedBalloon’s PR Executive who greeted me with, “You’ll never believe the headline I just read about you!” The article she was talking about was Shark Tank recap: The night Naomi Simson ate dog food on national television. There’s no doubt eating food meant for canines makes great TV, but there was actually a very real business reason why I did it… it’s called “customer experience”. During episode two…

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…

Retailers need to know your time is their money.

I had half an hour between meetings in the city of Melbourne today – and I had some gift vouchers that I had received from my American Express membership rewards program; I thought what a great idea – I will have a little shop to get out of the cold and use these vouchers. I selected the items in less than 10 minutes…. 1 hour and 20 minutes later I was still standing at the cash register…. Ironically I had…

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…

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

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…

What would you pay for better customer service?

The American Express Global Customer Service Barometer found that Australian’s will pay more – in fact up to 12% more if that just got better service. Apparently we are among the unhappiest customers in the world. I find this interesting given that Gallup has been telling us for years that we have the second most disengaged workforce in the world – after the French. And guess what: An international study across 10 countries exploring public attitudes towards customer service has…

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….

Number 1 rule of Retailing = Entertainment

This week we have seen the demise of Fletcher Jones and the opening of Top Shop. My 15 year old daughter texted me, saying ‘I’m even more excited than when Zara opened – it is British and I love it – when can we go?” Many Australian retailers are left thinking “what happened – where did our customers go?”. We are in the peak of Christmas season and there is not one retailer in Australia who is not holding their…