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...
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...
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 –...
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...
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...
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...
Three steps to Emotional Brand Connection There are three clear stages to achieve authentic, real employer branding communications. I discussed in the previous entry stage one – which is the logical connection to the organisation. This is all about compliance… and...
Employer Branding does not mean sticking a uniform on your people and having them parade around wearing your logo. It is not about promotional products, or logo’s on trucks. It’s about an authentic, real and open conversation that is created spontaneously...
