About Niki Flood

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So far Niki Flood has created 116 blog entries.

Empowerment: Lessons in French

2018-09-27T09:45:56+00:00April 7, 2015|

Bonjour! What would your business look like if your employees had the competency in their job role and the confidence to feel empowered?   In any service industry things can go wrong. Part of creating great customer experiences is really connecting with your customers and sometimes turning their average day or average transaction into something memorable and [...]

Robots: The Future of Service

2018-09-27T09:45:56+00:00March 31, 2015|

Have you been to a petrol station lately and an employee behind the counter reels off a script without taking a breath about $2 chocolate bars and offering a combo for $5 with a bottle of water? I’m sure most of you are nodding. Recently, I have had a staff member tell me that [...]

To Discount or Reward?

2018-09-27T09:45:56+00:00March 24, 2015|

The idea of discounting items and reducing prices to attract more customers and increase revenue has come up a few times recently with my clients, therefore I think it was time I gave it some thought and offered a view. In a world of products and services where we are required to compete with quality, price [...]

Message In A Bottle!

2018-09-27T09:45:56+00:00March 17, 2015|

Is it possible to create a connecting experience without involving people, staff? Can your product sit on a shelf and sell itself in the absence of staff selling it? Take my experience last week at my hairdresser.  I brought a product that was curl cream for … you guessed it, curly hair. The brand [...]

What Is Your Truth?

2018-09-27T09:45:56+00:00March 9, 2015|

How much of your day is spent with people? Regardless of your titles and financial responsibilities there is a good chance that most of us that read this weeks blog all have one thing in common, we all manage staff. If I had a magic wand to give to my clients it would be [...]

Gen Y's – Tell Them Why!

2018-09-27T09:45:56+00:00March 3, 2015|

Last week I presented at an event and I was asked by a member of the audience how do we motivate Gen Y to deliver better customer service? It was a great question and a common one for employers when the majority of their workforce are Gen Y’s. It would appear there is a concern [...]

One of Australia’s Most Recognised Brands Has Missed The Point… Don’t Make The Same Mistake!

2018-09-27T09:45:56+00:00February 24, 2015|

On Monday the Australia Post Chief Executive, Ahmed Fahour told Neil Mitchell on his 3AW radio program that the critical state Australia Post is in is due to the decline of letter volumes and the great losses that the company predicts in the next 10 years. The conclusion of his interview was that unless [...]

For Guys Only!

2018-09-27T09:45:56+00:00February 17, 2015|

When you think about ALL the potential moments of truth your customers have to form an impression of your business or brand I bet many of us neglect to think of the toilets or in this week’s newsletter, the urinals? Ok let’s get the fun part out of the way first… Several airports (JFK, [...]

Hot & Sweaty Customer Service!

2018-09-27T09:47:26+00:00January 28, 2015|

I visited a venue on the weekend to observe their customer service standards prior to rolling out training in the coming weeks. I spent time with the Head of Operations, who took me straight to the Crush Pitt – the area at the front of the stage that begins with crash barriers then follows [...]