When you have survived 175 years in business, it would be fair to say that you are good at keeping up with the needs of your members and the broader community, and that you’ve somehow maintained your relevance and connection to your customers. This is Australian Unity in a nutshell. The kookaburra on the [...]
“Put yourself in the customer’s shoes. How would you feel in their situation?” In 2015, the German car giant admitted cheating on emissions tests in the US, sending shockwaves throughout the world. To try to regain customer trust and loyalty the organisation worked hard to improve its Net Promoter Score (NPS) by over 25 [...]
Think of a situation where you met someone for the first time in a social setting. How deep did you go in the conversation versus how shallow was the chit-chat? How quickly did you establish rapport, where you felt at ease and some trust began to build? You can feel it. You can tell [...]
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 [...]
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 [...]
