Category Archives: Customer service Back

Capturing Loyalty : How to Measure, Generate, and Profit from Highly Satisfied Customers (ebook)

Author: John A. Larson Every business owner or manager knows that creating satisfied customers is key to establishing customer loyalty and building a business. But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company’s value proposition on a day-to-day basis, they waste their … Read more


The Federal Court has found that accommodation provider Meriton engaged in misleading or deceptive conduct by implementing a strategy to minimise the number of negative reviews its guests posted on the TripAdvisor website. In November 2016, the Australian Competition & Consumer Commission (ACCC) instituted proceedings against Meriton in the Federal Court, alleging that between November … Read more

‘It was like an army coming at us’: kid’s clothing brand Oishi-m has built a cult-like following

Miyo Fallshaw doesn’t have plans to produce more runs of Oishi-m’s clothing. She’s not bothered that some lines and sizes of the cult childrenswear brand sell out within minutes of release. “Creating something magical and special, we thrive off that,” the owner of Oishi-m says. “When the supply is less than the demand, it also … Read more

What Appliances Online’s John Winning did when he realised a pricing error would cost him nearly $100,000 in sales

It took Appliances Online founder John Winning just five minutes to choose between disappointing nearly 200 customers, or losing nearly $100,000 in sales. Winning was faced with this conundrum earlier this month, when a glitch in his company’s online pricing system listed a blue KitchenAid Mixer and Spiralizer bundle for just $281, down from the actual price … Read more

Will AI make our lives better? Consumers still need to be convinced

Artificial intelligence use cases are rapidly evolving, however new research shows that consumer trust needs to be built. A Strategy Analytics study, canvassing consumer perceptions of AI in the US, Western Europe, China and India, shows concerns remain around privacy, security and a lack of control of the technology itself. According to the study, while approximately … Read more

The Art of Influencing and Selling (ebook)

Author: Ardi Kolah Whether you’re new to sales or have at least one year’s experience in selling, this book will leapfrog your selling skills and understanding of sales techniques to a more sophisticated, satisfying and more genuinely customer and client-oriented level. If you’re more experienced, then this book provides a comprehensive refresher which uses fresh … Read more

Meet the “Uber for funerals”: Sydney startup Picaluna is looking to disrupt an industry worth $1 billion

The funeral industry has long been dominated by traditional industry players, but Sydney-based startup Picaluna is looking to bring this $1 billion industry into the modern age with its two-sided funeral marketplace. The Picaluna concept was born when co-founder and managing director Greg Inglis grew frustrated with the overpriced, “cookie-cutter” nature of funerals, after his own mother … Read more