Well known ride-sharing app, Uber, has been headlining publications globally as its company policies, CEO and business model are being called into question. Uber’s recent transgressions relating to sexual harassment, discrimination, unprofessionalism, bullying, employment structures and a toxic workplace culture in America challenge many Australian employment laws. The issues at hand allow Australian businesses, small … Read more
Category Archives: Customer service Back
Pre-suasion : a revolutionary way to influence and persuade (book)
Author: Robert Cialdini When it comes to persuasion, success can begin before you open your mouth. In his global bestseller Influence, Professor Robert Cialdini transformed the way we think about the craft of persuasion. Now he offers revelatory new insights into the art of winning people over: it isn’t just what we say or how … Read more
Keeping the Human Element in Digital Customer Experience
The longstanding foundations of many consumer-facing businesses (such as banking, for example) are built on personal, face-to-face relationships. Today, though, customer engagement is becoming increasingly self-serviced and transactional. People need to get things done while on the go, and companies need to get more done with fewer resources. With that said, in the age of Twitter and chatbots, can modern businesses … Read more
How to Sell to Millennials
Retailers need to pay special attention to this group. Millennials, born between 1981 and 1997, now number greater than 75 million and have become the largest living population, according to recent estimates from the U.S. Census Bureau. Needless to say, they are a very important retail segment. Retailers need to pay special attention to this … Read more
The economics of self-service checkouts
Self-checkouts in supermarkets are increasing as businesses battle to reduce costs and increase service efficiency. But looking at the numbers, it isn’t clear that self-service is an easy win for businesses. Self-checkouts aren’t necessarily faster than other checkouts, don’t result in lower staff numbers, and there are indirect costs such as theft, reduced customer satisfaction … Read more
Heart and Sell : 12 Universal Truths Every Salesperson Needs to Know (ebook)
Author: Shari Levitin Are you making it difficult for your potential customers to buy from you? Today’s buyers are overloaded—overwhelmed by too much information and suffering from decision fatigue. Across industries, customers are delaying purchasing decisions or even choosing to stick with the status quo so they can avoid the dreaded “sales process.” In response, … Read more
Lean Customer Engagement (ebook)
Author: Shil Niyogi The companies that succeed today are those that work toward customer satisfaction and focus on educating customers, enabling them, effecting change, and engaging with them. Lean Customer Engagement contains a wealth of information around partnering with customers to build products and close deals in a lean and agile way without investing in … Read more
THE TRAVEL STARTUP THAT EVICTED THE HOUSE-SITTER
You’ve used Expedia to book the flights, AirBnB to find accommodation, and Uber to get around in the new city and now one woman has added another start-up to the travel essentials category; making sure your home is safe while you’re away. My Home Watch, the brainchild of Adelaide’s Natasha Morgan (pictured), is an on-demand … Read more
WALK THE WALK: PRIORITISING THE CUSTOMER EXPERIENCE THROUGHOUT THE ENTIRE BUSINESS
All businesses strive to a deliver great customer experience, and convenience and seamlessness are currently the winning factors for ensuring their engagement with your brand is at its best. In 2015, Forrester predicted that one-third of companies in the B2C space would compete on the basis of experiences, and change their business structure accordingly. This … Read more
The customer loyalty loop : the science behind creating great experiences and lasting impressions (book)
Author: Noah Fleming How do you grow a truly sustainable business in the hyper-competitive 21st century? By using the practical, psychology-based strategies in this book to dive into the mind of your customer and enhance your business customer experience by creating buying loops that keep your customers coming back for more. The Customer Loyalty Loop … Read more