Tag Archives: Customer Excellence

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…

Qantas Unions will determine this week

As I sit to write my regular ‘Coming up this week’ blog it is not as simple as looking in my calendar and preparing myself for what lies ahead. Last week was a complete whirlwind – three speaking engagements, two entrepreneurial workshops and one EY entrepreneur of the year judging… which were in addition to my usual meetings and appointments. I thrive on being this busy… however, I probably could not maintain last weeks frenetic speed for more than a…

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…

Coming up this week – 7 Feb 2011.

Verne Harnish raised an interesting question this week in his Insights Newsletter… the notion that there are no such people as ‘internal customers’. This week I had such a variety of customer conversations. I am very clear that our customers are those people who spend money with us…. However I also believe that the idea of customer extends to those people that allow you to be profitable – and to that end I include my experience suppliers in my ‘customer’…

Thank you

thank you

‘I can no other answer make, but, thanks, and thanks’. William Shakespeare. As I just complete my tenth Christmas at RedBalloon – I experience a sense of overwhelming gratitude. I have been truly humbled to see how RedBalloon has captured the imagination of so very many people. In my wildest dreams ten years ago I never thought that we would make such a profound difference in all sorts of ways. I thank the businesses and organizations that believe in what…