Features

Business as unusual: changing behavioural norms

- June 26, 2020 3 MIN READ

There will come a time in the not too distant future that life once again will continue, post coronavirus. Many have come on the record to say that whilst it may all seem familiar from a distance, there will be small but significant changes to the way we work and live, writes Katja Forbes International… Read more »

reinvent
Features

Reinventing your business beyond COVID-19

- June 10, 2020 3 MIN READ

For many small business owners, continuing to do business as we recover from the effects of COVID-19-related restrictions will require fresh thinking and reinvention, writes Tony Wall, Head of Design at Intuit QuickBooks Australia. The challenge of deciding what’s worth keeping, what’s worth changing and what’s worth throwing out entirely can seem daunting. We use… Read more »

Features

3 tips for customer engagement during COVID-19

- June 7, 2020 3 MIN READ

COVID-19 has well and truly disrupted the usual proceedings of most businesses. With some restrictions still in place and some physical stores closed, businesses both big and small, are facing extremely uncertain times. The past few months have seen people reassessing how they live their lives, both personally and professionally, writes Sreelesh Pillai, General Manager… Read more »

Features

Do consumers long for the traditional?

- December 4, 2019 3 MIN READ

It is the age of digital transformation. Organisations are transforming their business approaches to adapt to uncertainty and constant change; digital capabilities have become the fundamental driver of every business’s success. Yet businesses need to remember their humanity or risk losing customers, writes Connie Chan Global CEO Collins Debden. Be it a small business or… Read more »

News

Understanding the ‘ideal customer’ still a problem for businesses

- November 28, 2019 < 1 MIN READ

A survey has found businesses are still struggling to understand who their ideal customer is despite access to unprecedented amounts of data on customer behaviour. According to the Getting Customer Data Management Right study commissioned by Oracle, businesses and brands are failing to recognise the importance of customer profiles and are challenged when it comes… Read more »

Features

5 ways to connect better with your people and customers

- August 19, 2019 3 MIN READ

Feeling connected is the ultimate human condition. In his book Social: Why Our Brains Are Wired to Connect, Matthew Lieberman explains, ‘Our need to connect is as fundamental as our need for food and water’. ‘Connection’ is best described by prolific author and researcher Brené Brown who says it’s ‘the energy that is created between… Read more »

Features

Incentivising your employees to improve customer experience is a bad idea!

- August 7, 2019 2 MIN READ

From meeting sales quotas to achieving high levels of customer satisfaction, incentivising employees is commonplace for businesses aiming to increase performance within their workforce. However, incentives have a direct impact upon shaping cultures, customers, employees, and the business as a whole. More often than not, they produce both bad behaviors and bad experiences that damage… Read more »

Features

How businesses can use CX to create brand loyalty

- July 23, 2019 3 MIN READ

There is ambiguity surrounding what Customer Experience (CX) really means. Essentially, CX is a tool, used to build a client base, beginning with the first impression a customer has and growing to define their end-to-end experience with a business or corporation. Because CX is an umbrella for so much, including advertisements, website usability, and product… Read more »