THIS COLLECTION IS ABOUT
Case Studies
Customer Services Is changing dramatically
Customer Service is an integral part to business success.
The importance of customer service is often overlooked. I’m talking about relentless customer experience. In fact, I would suggest that customer obsession is what most business leaders need to achieve. We know that customer service is important, and once there is more than a few customers it can be overlooked. Often you find that when they come back regularly customer service can become something that business managers take for granted.
Customer service is about living in the customer shoes and understanding what it is like to be a customer. Also it is about knowing what job it is that you are being hired to do. Never taking customers for granted. I this range of blogs I talk about how customer service has evolved with time. And the new world of customer obsession. Every day ask yourself if this was your only customer how would you treat them?
Catch up on the Customer Service blog posts
Customer Experience Lessons from Boeing
Who is driving the customer experience at Boeing? Boeing is in the news. In its 103-year history, it is probably facing the greatest challenges it ever has. Some commentators are asking ‘will it survive’? The customer experience and the brand reputation are being...
Final impressions count: Owning the last mile
Food delivery services are on the rise - with a generation of 'I want it now!' what does this really mean for restaurants - and the customer experience? The young people in my life would prefer to order 'Uber Eats' or another delivery service than open a can on...
Creating Brand Connections
What is the most valuable commodity in the world? I’ll give you a few hints. We all have a finite amount of it. We cannot manufacture, imagine or mine any more of it. There is a limited amount we get to use each day, and each lifetime. It’s time. And if we can agree -...
Difference between traffic and audience
Traffic vs audience is about quality, not quantity There is a difference between ‘traffic’ and audience. It's a quality, not a quantity, game I’m sure I’m not alone in having clicked on an article or blog after being sucked in by a disingenuous headline. The NT News...
Retail trends 2018
Retail has changed forever — we must adapt Retail will never be the same and we need to get used to it. I have attended two retail transformation conferences in the last few weeks and the message is clear: retail IS disrupted. This is not a downturn. Forever the...
A letter to RedBalloon customers past, present and future
NSW 3 year expiry gift cards legislation In 2001, when I thought it was a good idea to start a business from home, no one had ever heard of experience gifting in Australia. There were very few gift cards in the market and most gift certificates were handwritten by the...
Visit the Myer Giftorium in Sydney and Melbourne
Who knew way back in 2001, that sixteen years later, having served 4 million customers I’d still be absolutely thrilled when I hear how RedBalloon delivered the ‘perfect’ gift for a customer. When the Red Envelope is opened to reveal a ‘bucket list’ experience or...
Customer Experience : Let’s talk it through
Customer Experience Productivity Business success is all about the customer experience. There are no businesses that I know, that are not vitally dependent on what customers think about them. Customer experience is not just about selling ideas, selling products,...