This week I’m going to talk about airlines (again). Over the holidays we have seen both Qantas and Virgin Blue check-in systems come unstuck…
This week I’m going to talk about airlines (again). Over the holidays we have seen both Qantas and Virgin Blue check-in systems come unstuck…
In my continuing theme of “little ways to set yourself apart” let me show you the best gift voucher I’ve ever purchased. It’s from t…
A lead is really just raw material waiting to be turned into something of value – a customer. Achieving this requires careful management, …
My husband and I cruised through Alaska as part of our honeymoon. On this trip a fellow traveller told me that Alaska is the “cruise you tak…
Telstra has announced this morning what must be one of the biggest customer feedback exercises in Australian corporate feedback – asking 18,…
A good waiter can make or break a meal, as this great clip from Shaun Micaleff’s comedy series The Micaleff Program shows. {qtube vi…
Awhile ago I met a guy, we’ll call Pat, who was running a pest control business. Pat told me how the business, which had been quite successf…
This week I have been thinking about why businesses make life complicated for their customers – I am sure your time, like mine, is very prec…
The economic downturn is no time to guess what your clients are thinking. Before investing in gut feelings or past remedies, find out what y…
Today’s column was going to be about the recent reports from Europe on a certain brand of mobile phone exploding, but despite a weekend of d…
I was just chatting to our Pleasure Relations Team… Some organisations might refer to them as a contact centre or customer team. We named …
In today’s times there is not much more important than giving your best customers a little bit extra to keep them coming back for more. But …
