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-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 »
Remember the footage of fire chiefs who selflessly performed their duties with bravery, during the January bushfires? What about the woman who tore her shirt off and ran into burning embers to save a koala? Or the neighbours who were photographed providing relief, raising money and opening their homes to people who had lost everything?asks… Read more »
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 »
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 »
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 »
Customers are always right. And with the growing popularity of price comparison websites and simple internet searches, customers now also have control over who and what services they engage. With so many businesses battling for market share, organisations unable to meet low price expectations must look for other ways to stand out. That’s where customer… Read more »
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 »
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.
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 »
There’s literally thousands of ways to spend your time on marketing activities (paid or unpaid). Monique Annetts, founder of AMA Event Management gives KBB readers her top tips. The general trend for marketing in 2018 was dabbling in social media ads and finding out quite quickly that there is more to it than throwing a… Read more »
Naturally, there’s a lot of focus on positive business reviews. It reinforces what you are doing right, and makes for a great story in marketing and PR campaigns. But negative feedback is bound to happen. When you do get it, it makes all the difference if you take it as constructive criticism. Consider a negative… Read more »
Weekly business news and insights, delivered to your inbox.
