Tag: Customer

Empathise with your customer before you sell to them.

Adobe acquires Marketo.

Which Australian businesses are truly innovative?

Desire for speed and convenience compromising our customers’ needs.

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 […]

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 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 […]

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 […]

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 […]

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, […]