Features

How to protect your bottom line in tough times

- April 1, 2020 3 MIN READ

Expect the unexpected. We’ve all heard this, but in the last few weeks, it’s now more relevant than ever before. So what does it mean when it comes to business, and how can you plan for such an event? asks Darrell Hardidge, a customer experience strategy expert and CEO of customer research company Saguity, The… Read more »

News

Double down on sympathy when dealing with customers during the COVID-19 crisis

- March 30, 2020 3 MIN READ

As a funeral director, sensitivity is a skill I’ve honed over the years. The funeral industry always calls for compassion, empathy and emotional intelligence. Our clients, first and foremost, need support, often direction and clear communication in their time of need. Now, because of COVID-19, heightened sensitivity is necessary across every industry, writes Matthew Kwoka,… Read more »

Features

How Showpo is using delivery on demand to satisfy customers 

- October 28, 2019 3 MIN READ

Launched in 2010 from a suburban garage, online fashion retailer Showpo has grown to become one of Australia’s biggest eCommerce triumphs, grossing over 85 million in revenue in 2019. Much of the success of the business lies with founder Jane Lu’s passion to deliver outstanding customer service to her hundreds of thousands of customers, who… Read more »

News

Small businesses are first choice thanks to great customer service

- October 21, 2019 2 MIN READ

A report by ZenDesk has found small businesses are winning over the hearts and minds of consumers over their big business counterparts thanks to great customer service. The report,Big Expectations, Small Businesses: What Customers Want”, reveals small business owners that provide a personalised service are coming up trumps with customers.

HR

The results are in: Aussies hate call centres

- October 2, 2018 2 MIN READ

If you hate dealing with call centres, you are not alone. New research commissioned by Citrus Group, has revealed that 64 per cent of Australians had a bad experience when dealing with call centres, and 43 per cent wish they never had to use them again. Gen Z has a particular intolerance for call centres… Read more »

Features

4 reasons a shopfront is valuable in the digital age

- August 6, 2018 3 MIN READ

As more and more businesses transition to a remote working model, traditional shopfronts are becoming a rare commodity. But if it’s not broken, why fix it? Stockdale & Leggo COO, Anna Thomas is a strong advocate for a physical shopfront in the digital age. eCommerce is a growing phenomenon, there’s no doubt about it. It’s… Read more »