About Niki Flood

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So far Niki Flood has created 60 blog entries.

Nurture the Vital Few

2018-05-07T23:01:57+00:00 May 8, 2018|

When a business comes to me and asks for help in delivering consistent quality service...... I always start with the leaders. Why? It works. The 80/20 rule (Pareto principle) is derived from Italian economist Vilfredo Pareto who created a mathematical formula based on an observation that only a "vital few" of the peapods in [...]

Care More about Solutions

2018-04-30T22:49:45+00:00 May 1, 2018|

When was the last time you made a complaint to a business about their service? I can’t share with you my most recent experience about wanting to complain, because I couldn’t actually find a way to contact the business to tell them of the complaint… but that’s another story. I’m interested in how people [...]

How to Serve

2018-04-16T23:13:31+00:00 April 17, 2018|

In this age of digital transformation and technology, many argue we are more connected than ever before. In business, especially, artificial intelligence (AI), automation and the rise of robots has improved speed, efficiencies and processes beyond our wildest imaginations. But at what cost? Employees now provide products and services to consumers without ever having [...]

Smile

2018-03-19T23:03:54+00:00 March 20, 2018|

It’s Sunday night and I sit down to prepare myself for the week. Prepare for what you may ask? This Sunday night tradition I have practiced for many years since I was a young girl. Every Sunday night my Dad would get my brothers and I to line up over newspaper in the loungeroom, [...]

Customer Service is HOT Right Now

2018-03-13T21:10:51+00:00 March 13, 2018|

In 2017, CPM published an article entitled How do customers feel about the state of customer service in Australia? Australians’ tolerance for poor customer service is lower than ever. Dealing with human beings trumps social and mobile channels. Australian’s value the human side of service over digital. Time calls for bridging the gap between [...]

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