About Lacey Yeomans

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So far Lacey Yeomans has created 160 blog entries.

The Weakest Link

2018-09-27T09:44:35+10:00May 23, 2017|

It only takes one person to influence my decision as a customer when deciding to return or not. One person will give me a sense of how hard or easy it is to do business with your brand. One person will either make me feel appreciated or a burden. One person will determine if [...]

The Mirror Effect

2018-09-27T09:44:35+10:00May 16, 2017|

I'm seeing more and more signs popping up in cafes and restaurants saying; ‘we will not serve you if you are on your mobile phone’. At first I was thinking – wow, they really are forgetting that the ‘customer is always right’. But then I thought – actually, what the management of these establishments [...]

Tangible Intangibles

2018-09-27T09:44:35+10:00May 10, 2017|

Have you thought through what skills and capabilities you will need to develop in your future work place? A recent research paper out of Phoenix calls out ten skills needed for the future workforce in 2020. The first three are sense making, social intelligence, and novel & adaptive thinking. A 2016 CSIRO report spells out [...]

Extraordinary Humans

2018-09-27T09:44:35+10:00May 3, 2017|

Without a doubt, the human trait that sets us apart the most from the animal kingdom is our extraordinary brain. Humans don't have the largest brains in the world. We don't even have the largest brains relative to body size. Yet the human brain, weighing only about 3 pounds when fully grown, give us [...]

Finger Pointing Decisions

2018-09-27T09:44:35+10:00April 11, 2017|

The Wiggles is one of the most enduring forms of pre school entertainment ever devised. According to BRW magazine’s rich list they generated $45 million in 2004. In a recent interview with Paul Paddick, (most of us refer to him as Captain Feather Sword; “The friendly Pirate”) Paddick explains that as part of the [...]

Frontline Consistency

2018-09-27T09:44:36+10:00March 28, 2017|

According to McKinsey and Company; consistency is the secret ingredient to making customers happy. In fact their research identified three keys to consistency; Customer - Journey consistency Emotional consistency & Communication consistency…. yes, I agree McKinsey, however I think there is a fourth consistency needed and that is; Frontline Consistency It's really tough being a [...]

Make Service Fast & Meaningful

2018-09-27T09:44:36+10:00March 21, 2017|

Over the next decade, new smart machines will enter offices, factories and homes in numbers we have never seen before. They will become integral to virtually every domain of our lives. As these machines replace humans in some tasks, and augment them in others, our greatest challenge will be to ensure our efficiencies do [...]