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 »

Features

What small biz can learn from these unsung heroes of Aussie customer service

- August 3, 2018 3 MIN READ

Customer service relations expert Jaquie Scammell, the author of Creating a Customer Service Mindset, reveals what small business owners can learn from three leaders in the area of customer experience. A recent report by McKinsey & Company explains that companies adding the human touch to digital sales consistently outperform their competitors. They achieve five times more revenue,… Read more »

Growth

5 signs your business is failing in customer service and how you can fix it

- July 27, 2018 4 MIN READ

Competition can be a threat or an opportunity. How you react to the threat is what matters most. In a world of disruption, where competition for customers is fierce, managing customer expectations and experiences are essential for small business success. According to the Digital Opportunities for Today’s Small Business report, small businesses list local competition as… Read more »

Features

Six traits of a truly customer-focused business

- April 26, 2018 4 MIN READ

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 »

Features

Five lessons I learned from scaling Xero up ten-fold

- December 2, 2017 3 MIN READ

Trent Innes was recently named Managing Director of the Year at the Australian Executive of the Year Awards. His company, Xero’s yearly growth rate — over 40 per cent in both revenue and customers — has shot the brand into the ranks of Australia’s largest listed tech companies. So what are the important lessons Trent… Read more »

Growth

“We have a five-star difference”

- November 7, 2017 2 MIN READ

Amber Moncrieff, Practice Director at Hunter Plastic Surgery in Newcastle shares her insights behind their points of difference in this highly competitive market. “We have been in practice now for 8.5 years. When we first started off we were a more general practice. We made a change at the beginning of this year – really… Read more »

Resources

How to keep your clients happy

- January 25, 2017 3 MIN READ

Hand on heart – are you really giving your customers the exceptional treatment that will keep them loyal to you? The interaction you have with your customers on an individual basis will almost directly determine your long term success.  Marketing and personal branding expert Sharon Williams advises that in the technology age, more so than… Read more »