Shape behaviour & create delight at no extra cost
- Published on 30/07/2011
- in Category Customer Experience / News
Having your front line staff proactively engage with customers to help them satisfy their service needs, can yield big dividends in enhanced efficiency and customer satisfaction. Grooming the right staff and choosing the more receptive customers will deliver greater success as not all staff have the ability to approach customers without intimidating them and not […]
Read MoreAussies more likely to act on service experience…global Amex study
- Published on 29/07/2011
- in Category Customer Experience
The 2011 AMEX Global Service Barometer has been released. Consistent with prior years, it shows that only about half of consumer expectations are met and about a third believe their business is taken for granted. The news for local companies is that Australian attitudes are hardening and behaviour is following suit; Aussies in general are more […]
Read MoreGoogle+ an improvement on Facebook?
- Published on 19/07/2011
- in Category News
Google, the most popular Web site on earth, is worried about the second-most popular site. That, of course, would be Facebook. Why else would Google keep trying, over and over again, to create a social network of the same type? Orkut, Jaiku, Wave, Buzz - Google has lobbed forth one fizzled flop after another. And now […]
Read MoreService That Doesn’t Serve
- Published on 19/07/2011
- in Category Customer Experience
I want to share a recent experience with a community sport facility that tried to do the right thing, but got it so wrong that it alienated clients. I swim with a bunch of good ol’ boys, more distinguished by their girth than their speed in the pool. In early 2010, in an effort to […]
Read MoreThe Return of the Tribe
- Published on 17/07/2011
- in Category Inspiration
Seth Godin talks about how the web has returned us to the tribe as a social construct & argues the tribe makes us much more powerful. Seth Godin argues the Internet has ended mass marketing and revived a human social unit from the distant past: tribes. Founded on shared ideas and values, tribes give ordinary […]
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