Once upon a time, business was simple in that all transactions were in cash. Someone then complicated matters by introducing cheques as a form of payment, followed by credit cards, EFTPOS, and now various methods of online banking and Internet transactions. Business today needs to provide a range of payment options for customers. Some time […]
One of the most important keys to business success in today’s marketplace is being open for business at a time when your customers wish to do business with you, and not simply when you wish to do business with your customers. Many retailers open their doors from 9am through 5pm, yet many do little or […]
Most people are aware of the disruption currently playing out in the Taxi industry with the arrival in Australia of ride-sharing company Uber, and other variants such as BackSeat and CarNextDoor, armed with their new technology enabled business models. Similar disruptions are happening in the accommodation space with Airbnb offering an alternative to traditional hotel […]
mrtopp / Foter / CC BY-NC Street smart business operators know that keeping in touch with customers on a regular basis is a key ingredient to growing and maintaining a successful business. But how often is regular? What is the balance between maintaining contact versus over zealous annoyance? Well the good news is that extensive […]
kevinbranded / Foter / CC BY-NC It is no coincidence that that successful businesses have many things in common. Whether it is General Electric or Starbucks or thousands of other successful businesses around the globe, one such commonality is their discipline in taking time out to work on their business … EVERY 90 days! Many […]
“All things being equal, people will do business with a friend; all things being unequal, people will still do business with a friend.” – Mark McCormack. Business today is all about relationships. It’s a bold claim, yet when quizzed, most people reveal how they much prefer to do business with someone they know, like and […]
Q. What is the greatest predictor of business success? A. Customer Experience – how your customers perceive their interactions with your business. It’s a bold claim, yet one that is supported by decades of empirical evidence gleaned from innumerable research studies by the worlds leading academic institutions and management consultancies. In their dealings with your […]
“Communicate everything you can to your associates. The more they know, the more they care. Once they care, there is no stopping them.” Sam Walton, Wal-Mart A survey conducted by Glenn Tobe and Associates revealed that the second most important motivating factor that employees sought from management was ‘feeling in on things’. By the way, […]
Numerous studies over many years have investigated the link between customer and employee satisfaction, the majority of which have revealed a strong correlation between customer and employee satisfaction and business profitability. A recent Gallup survey of 55,000 employees matched the following with higher profits: Employees felt they were enabled and supported to do what they […]
“Good is the enemy of great”, said Jim Collins in his bestselling management classic Good to Great. And so it is with service … the number one enemy of a great customer experience, is a good customer experience. Good creates a false sense of security, a sense that all is well with the world and […]
