About Niki Flood

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So far Niki Flood has created 132 blog entries.

Customer Centric Cultures Start with Leaders Who Practise; Daily

2019-01-22T23:21:34+10:00June 26, 2018|

Any business today is impacted by the economy, market, competition, location and the changing needs of society in general. Believe it or not, hospitals are no different. Our ageing population is driving the demand for more hospital beds in Australia, while there is a shortage of nurses as well as a nursing workforce that [...]

Company Purpose Inspires Your Staff to Deliver Exceptional Service

2018-09-27T09:42:26+10:00June 19, 2018|

Australia’s fifth-largest retail bank has more than 7,200 staff helping 1.6 million customers. So growing a customer-centric culture has been no mean feat! During my time spent with Ian Jackman, Head of Customer Voice at Bendigo Bank, he revealed that the company’s 158-year success is due to its vision – ‘To be Australia’s most [...]

Why Hudson’s Coffee are Teaching Their Teams to Serve From the Heart!

2019-01-25T14:30:55+10:00June 12, 2018|

Most Australians know and many love – Hudsons Coffee, owned by Emirates Leisure Retail Australia (ELRA). Australia (no less, the world) has become a nation of coffee snobs and Instagram food critics. Food and beverage businesses at the best of times are fighting for any margin they can get, let alone in the rapidly [...]

How the Melbourne Cricket Ground Give Energy to Customer Service

2018-09-27T09:42:26+10:00June 5, 2018|

When you are the most iconic stadium in Australia, the beating heart of Melbourne, there are many eyes watching you and a weight of expectation. Established in 1853, the Melbourne Cricket Ground (MCG) has over three million visitors every year, from lifelong spectators, members and locals to national and international travellers. It is described [...]

How Australian Unity Lead a Service Culture by Asking Great Questions

2019-01-15T20:07:14+10:00May 29, 2018|

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 [...]

Shallow Versus Rapid

2018-09-27T09:42:27+10:00May 15, 2018|

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 [...]

Nurture the Vital Few

2018-09-27T09:42:27+10:00May 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

2018-09-27T09:42:27+10:00May 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 [...]