Experts

How to help your staff to deal with difficult customers

- December 5, 2020 3 MIN READ

With Christmas fast approaching, there has never been a more important time to prepare the team for managing difficult customer behaviour. COVID-19 has significantly impacted service delivery across multiple industries and many organisations will face increased pressures in demand, ability to meet customer expectations as well as changes in workplace practices including adhering to COVID… Read more »

re-open
Business Advice

How to re-open your business successfully and attract customers

- November 13, 2020 6 MIN READ

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 »

Features

How to remain customer-centric during COVID-19

- May 8, 2020 3 MIN READ

The impact of COVID-19 has undoubtedly changed the way we live, work and interact. Many businesses, both big and small, are feeling the effects of the pandemic and as a result, they’re adapting. Whether it’s their marketing strategies, product offerings or new technologies — they are pivoting, and pivoting quickly, writes Kat Warboys, Head of… 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.