#Customer
Let’s Talk: What’s the real cost of a lost customer, and is there a formula to calculate it?
Most businesses track revenue coming in. Few track what walks out the door. This week’s edition of Let’s Talk breaks down the real cost of a lost customer
Trust and the role it plays in creating strong customer relationships
Byline: Charles Heunemann, Managing Director, VP Asia Pacific for Natterbox Limited Acclaimed American author Dr Stephen R. Covey argued that in all our relationships we have an “emotional bank account” and our interactions either increase or decrease the balance of trust and connection. “When the trust account is high, communication is instant, easy and effective,” […]
The power of human connection
In a world where businesses grow more alienated from their customers every day, the rise of AI and chatbots threaten to cut out human connection entirely. One single negative customer experience can result in the loss of a potential loyal and lucrative client, and these are the times when businesses need human intervention. Automated customer […]
New $30m venture to help startups who put customers first
New venture launches to help startups.
Measuring customer experience – what are we failing to measure
Gaining a true insight into customer experience can be difficult to achieve because customers tend to only offer feedback when they have a negative experience and keep their own counsel when they have a positive or satisfactory encounter. To get real insight into what is causing customer effort and reduce that effort in order to […]
The quickest way to lose a customer forever
What factors will give your business the edge in the coming years?
Understanding the uptime dilemma – what business leaders need to know
Why does it matter?
Forget “fail fast, fail often”, do these 3 things to scale your startup successfully
Empathise with your customer before you sell to them.
Top innovative Australian companies
Which Australian businesses are truly innovative?
How to create a customer service mindset within your business
Desire for speed and convenience compromising our customers’ needs.
Why innovation mustn’t start with an idea
I met with the head of innovation at a large manufacturing company last week. She had requested a meeting to get some help with her company’s innovation program. I began by asking the innovation head about her company’s current approach. She excitedly told me about how her team had recently put in place an online […]
Here’s to 2018: the year of trust in business
In 2017, we’ve witnessed numerous Customer Experience (CX) failures that have damaged the reputations of some of the largest companies in the world. From long call waiting times after a number of severe outages, to poor customer service ratings, and other critical service failures, there are a number of lessons to be learned if brands […]
The rise of online quoting websites: Seven tips to help small business owners close more leads
The recent rise of online quoting websites has been great for both customers and businesses. How can small business owners maximise the potential of these new marketing platforms? I’ve been operating a small business in the carpet cleaning industry for over 20 years. I remember a time before the internet. Back then, marketing your business […]
Negative feedback: it’s a gift, don’t waste it
User generated content has revolutionised the way we exchange information about businesses. Whether you’re looking for a hairdresser, restaurant, film or holiday recommendation, ratings and review sites are an often trusted resource to get immediate feedback on other people’s experiences, and can influence many of our purchasing decisions. As a business, this presents a huge […]
From zero to entrepreneur hero in six steps
As I started building my new cybersecurity company, through staff hires and client and vendor engagement, there was one question I was asked repeatedly: “Carlo, how will you start from nothing, with no customers, no revenue, and convince customers to trust you?” The concept seemed a complete mystery to every single person I spoke with. To […]
To succeed, you’ll have to reject customers that aren’t the right fit for your business
I want to talk to you about why it’s sometimes far more important to reject a potential customer or client than to say ‘yes’. In fact, if you are building a business, get used to saying ‘no’ – a lot. Having started my second cybersecurity company, after the successful sale and globalisation of my first one, […]
Why ignoring customer feedback is the most dangerous thing a business can possibly do
In this age of social media and instant communication, customers share their experiences broadly, especially if those experiences are negative. People vote with their feet, taking their business elsewhere based on the comments of friends, peers, and even strangers online. Businesses therefore need to understand that the customer experience is critical to financial success. The […]
Do you inspire loyalty in your customers?
Most mornings I buy my coffee from the same beachside café. While I order the same coffee every morning, the waiters never remember my order nor do they show me any hint of recognition. In contrast, in The Strand next to my city office, my local coffee shop greets me by name, brings me my […]
How to establish your business on Instagram
With over seven million monthly active Instagram users on the platform in Australia, there is a real opportunity for businesses to tap into this community to create authentic customer relationships and turn their passion into a business. With 80% of Instagram users following a business and the average Australian checking their feed 11 times a […]
Five mistakes SMBs make with their POS systems
A point of sale (POS) system can revolutionise the way in which a small to medium business operates. It can streamline the day-to-day activities, from stock ordering and inventory to speeding up the payment process for the consumer and delivering a better customer service to clients. As a management tool it is very versatile, and […]
How B2B salespeople can become A-Graders – part two: the learning process is ongoing
In my previous post, I ran through two initial steps B2B sales people need to think about on their journey towards becoming A-Graders. These were ‘reconcile your conflicting priorities’ and ‘set long-term goals,’ which focus on transitioning from an immediate, short-term mindset to becoming more forward-thinking and planning for the long-term. As the sales profession continues to […]
See the World through your customers’ eyes
“Go see, ask why, show respect.” The words of Toyota chairman Fujio Cho have become renowned as the basic lean principles on which to build and run a large business but what does this mean for small to medium-sized Australian businesses? The concept here revolves around the importance of business leaders getting up from their desks […]
Why SME mustn’t be afraid of online reviews
Customers have never previously had such a powerful voice thanks to the ever-growing capabilities of the internet and social media. The customer voice has also been amplified with the rise of online customer reviews. Online customer reviews can sometimes be feared by businesses due to the potential for customers to post negative feedback and rate […]
Managing moments of truth in your business
In today’s digital age of data, social media and instant gratification, we desperately crave feedback. Whether in our personal or professional lives, feedback is king. Why do we need it? Essentially, to understand how we can be better – identifying and fixing problems and making improvements. Getting feedback when you’re a business is not […]