“Today’s customers differ quite markedly from customers in years gone by, the most obvious difference being their expectations. They are exposed to a broader range of products and services from a variety of businesses, both brick and mortar and online, making them far more savvy and subsequently more demanding. Despite this cultural shift, one thing remains the quintessential component for any customer, the experience.”
First published in The CEO Magazine, December 2015.
“As the holidays approach and we feel invigorated to face the final weeks of the year, for many businesses this time means hiring casuals. In a few weeks there will be school leavers, holiday backpackers and others who will be seeking employment over the coming months. So how do you prepare your team for them and how do you engage them to get the best out of them?”
First published in The Business Woman Media, December 2015.
“At some stage many of you will stand at the front of the boardroom table and present to Directors, Senior Executives or Stakeholders. This is your moment to ‘shine and share’ your research, ideas, project updates or even financials…”
First published in The Business Woman Media, April 2015.
Cast your mind back for a moment. Picture yourself standing in a line waiting to gain entry into the Disco or hot night spot at the time, where your only chance of gaining entry was being judged by a bloke or maybe two standing at the entry door, black pants, white shirt, maybe even a bowtie, with bulging biceps, communicating not with words but through a nod of the head and a glance of the eye.
If you were a guy in the queue you may have been envious of these security guys with a bevy of beauties flocking around them, batting their eyelids, so they could get in and then there were their mates with their bulging biceps, who just walked to the front of the line, gave the apparent secret hand shake and disappeared into the doorway.
Fast forward, the present!. We still have queues and the flirting and the muscle bulging queue jumpers are still evidenced, but what has changed is the...
“Mystery Shopping”(1) is a concept that has evolved over recent decades both in Australia and abroad as a key tool in facilitating enhanced business performance and in particular improved trading. Central to most programs is a concern with “Customer Service”. Variable levels of customer service have been established to rank highly with differential pricing as key determinants in realising sales.
Simply expressed – good customer service translates to prospects of increased sales and enhanced profitability.
“While your company may initially bring customers through your door with advertising, promotions or other forms of messaging, the success of your business inevitably falls squarely on the shoulders of those who directly interact with your customers every day”.
(Bestmark Inc. 2009)
Business performance is critical to...