Think you are great at customer service? You can bet your competitors are thinking the exact same thing! It is important to understand that post-pandemic the world has changed, and so have your customers, writes Sharon Williams co-founder of Taurus Marketing. The way they experience your brand may well have shifted and now is a… Read more »
Re-opening requires more than a return to normal. Businesses will still need to address the changes to economic activity, changing cultural norms, societal values and behaviours , writes customer loyalty expert Craig Cherry. To re-open and to out-manoeuvre uncertainty also requires a program of reinvention as confirmed by Accenture in 5 Priorities to help reopen… Read more »
The impact of the coronavirus pandemic is unprecedented, with us being forced to live and behave in certain ways. One of the biggest changes has been how we shop and serve people, writes Jaquie Scammell, coach, business mentor and best selling author of Service Habits. We’ve gained confidence in online shopping and lost it in… Read more »
Consumer behaviour has changed drastically over the past decade. The popularity of online shopping continues to grow year on year, with the majority of Australians now embracing eCommerce. To take advantage of the opportunity online sales can provide, savvy business owners need to know the latest trends. Watch the video to understand the consumer trends… Read more »
As technology develops and customer expectations shift, the customer service landscape is undergoing major changes. According to Gartner, customer relationship management (CRM) software is now the largest and fastest-growing category of enterprise application software amongst small businesses. This is particularly true in Australia, where in 2018, adoption of CRM grew by 19.4 per cent, compared… Read more »
“The customer is king” gets used all too often in business conversations. Successful business owners are quick to recognise the truth behind this cliché and strive to put customer needs at the centre of how they operate.
It wasn’t so long ago that we had to personally engage with customers to communicate, either via phone or face to face. Writing a letter was the last resort, it had to be delivered by the post. Today two common forms of communication are digital processes and the emergence of chatbots where humans are totally… Read more »
Most people would be familiar with the phrase “the customer is always right”. While anyone who runs a customer-facing business will appreciate this isn’t always true, nonetheless, it carries a deeper meaning to which all business owners should pay heed: ignore the customer at your peril. When it comes to meeting the needs of customers,… Read more »