Authors: Robert Dew and Cyrus Allen Companies who invest in successful Customer eXperience (CX) innovation stand out from the crowd. Markets tend to reward these companies because it is rare for firms to try something new, much less prove customer acceptance of their attempted innovations. Firms offering remarkable CX create loyal customers who happily pay … Read more
Hazem Sedda spends two hours a day on Instagram, replying to hundreds of fans asking him about stock levels at his convenience store in Redfern. “I would get between 100 and 150 [product] requests a week,” Sedda says. The Redfern Convenience Store, which Sedda has run with his father since coming from Palestine to Sydney … Read more
Author: Bob Etherington Nearly everyone within a company is involved in selling at one level or another. Yet, the majority of those people are not professional frontline salespeople – they have never received any training in selling or in dealing with customers. As a result, opportunities are missed and, worst, you may even have wrecked … Read more
Authors: David Nour; illustrations by Lin Wilson What if your customers had a vested interest in guiding your company toward greater success? What if your employees had a personal as well as professional commitment to elevating your organization? Imagine how different your results would be if investors, vendors, and even analysts treasured the relationship they … Read more
Restaurant owners are not surprised by Foodora’s exit from Australia, with some saying the food delivery firm’s reliance on bikes rather than cars put it at a significant disadvantage to the likes of UberEats. Foodora announced on Thursday it would stop operating in Australia by the end of August. Burger Urge co-founder Sean Carthew says it soon became … Read more
In 2015, Jessica Ruhfus was back living with her parents, sleeping on her sister’s bedroom floor and working three jobs just to keep her business collaboration startup Collabosaurus off the ground. Five years later, she’s busy drumming up support for her first capital raise and getting ready to jet off to San Francisco, where she … Read more
In this age of digital transformation and technology, many argue we are more connected than ever before. But at what cost? Employees now provide products and services to consumers without ever having a face-to-face conversation. Customers type questions or issues into live chat feeds on websites, Facebook Messenger and other online conduits. We see more … Read more
When it comes to highly competitive industries, even the slightest differences between companies can make or break a relationship with potential clients. Take IT for instance; business competitors at the top of that game use similar hardware, provide similar services and they achieve similar outcomes. But of course, there are still many IT companies that … Read more
Within two months of Giles Russell and Henry Roberts opening Two Hands cafe in New York they were struggling to keep up with demand. “We had lines stretching out the door and down the street for avocado toast and flat whites,” Russell says. ‘Somewhere you felt at home’ Talking to Fairfax Media over coffee in … Read more
Author: Joey Coleman Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman’s theory of building customer loyalty isn’t about focusing on marketing or closing the sale: It’s about the First 100 Days after the sale and the interactions … Read more
