Stephen Matthews – Chief Executive Officer | Motor Trade Association (NZ)
Without a doubt your presentation was the best during our four-day conference. The real examples of worldwide companies that are succeeding in this area are proof of what our members need to achieve, in particular, the use of CRM strategies. I am grateful that you took the time to directly research trends and issues relating […]
Ben Woelders – Rooms Division Manager | Cable Beach Club
since you provided training for our Front Office and Reservations teams we are achieving some fantastic results, both financial and customer service oriented. Your training has definitely assisted in creating an environment that is both stimulating and enjoyable and the staff have picked up and run with the new initiatives and incentives that we developed […]
Rebecca Cody – Principal | Methodist Ladies College
the Design! Deliver! Delight! programme provided staff with a better insight into what is required to strive to the heights with customer service. Graham ran the programme with energy and skill and consequently secured a high level of engagement. His follow-up guidance has assisted with our commitment to rigorous self-review and continuous improvement. I recommend […]
Chris Disspain – Chief Executive Officer | .au Domain Administration
If you want someone to come into your business to deliver all the information you find in business books, to work to a fixed agenda and to make everyone feel good, then Graham is not for you. But, If you want someone who tells the truth, deals with the real issues, talks from personal experience […]
What really motivates your employees?
It’s amazing the number of business owners and managers who still blindly believe that money is the sole and most effective motivator of employees. Research conducted over many years across many countries reveals this belief to be far from the truth. One such piece of research conducted by Glenn Tobe & Associates asked business owners […]
Word on the street!
In today’s “same stuff – same price” market place, perhaps the greatest challenge for individual businesses is how to attract the attention of “choice rich – time poor” customers. There are of course the traditional radio, television, and print advertising mediums available, and more recently a host of online internet, web and social media based […]
Why do business with you?
The number one challenge facing today’s “choice-rich, time-poor” consumer is sameness. Whether it be a cup of coffee, pair of jeans, laptop computer, Chinese meal, a kilo of sausages, new car, bank, airline, law firm or mutual fund, every competing product or service available to consumers essentially looks, sounds, smells, tastes and feels the same. […]
Social Media; is it feeding you, or bleeding you?
Numerous business studies over many years report that customers tell far more people about bad customer experiences than they do good ones. Those studies vary between telling ten to thirty people about bad experiences, versus sharing only two to five happy stories of customer delight. Whatever the actual numbers are is moot; what is undeniable […]
The Power of Relationship
Q: How many hairdressers do you drive past to get your haircut? How many travel agents do you pass by to pick up your travel documents? And how many accountancy and law firms are there between you and your preferred accountant and lawyer? A: Most often, at least one or two. Sometimes, many more. Q: […]
Run out of gas lately?
Running out of petrol is something most of us have experienced at least once in our lives. Quite frankly it’s a major pain in the proverbial. It creates unnecessary stress, causes us to run late, upsets others’ timetables, and often involves seeking the assistance of otherwise busy colleagues. All in all a drama we could […]
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