How confident are COVID consumers?

My Australian readers know the topic well, others will know similar companies. Qantas is in a vortex of trouble and blaming everything from taxes, to exchange rates and unions. They have never blamed themselves for their malaise.  Sound familiar? I am a loyal frequent flyer, but…… Although I understand there are limitations on budgets which…

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July 30, 2015

QANTAS – 10 ways to fix a company without spending money

My Australian readers know the topic well, others will know similar companies. Qantas is in a vortex of trouble and blaming everything from taxes, to exchange rates and unions. They have never blamed themselves for their malaise.  Sound familiar? I am a loyal frequent flyer, but…… Although I understand there are limitations on budgets which…

July 28, 2015

Episode #9 – How to get customers to try in store, buy online (elsewhere).

I’m calling out some retailers. You’ve probably experienced this too, but it’s not good enough. Last weekend I went shopping for tennis shoes for my son, as well as some clothes. We travelled 40km South on Saturday to a big Mall, and then 50km north the following day to an even bigger Mall. The lack…

July 27, 2015

When shopping malls are not for shopping.

Arghhh Shopping. Malls seem to be set up for entertainment and discovery, not for shopping. You can meander along the most beautiful malls, pop in and out of shops, and then perhaps get enticed to buy something. Now try going there to buy something specific, like tennis shoes (not for me as I can’t hit…

July 24, 2015

Episode #8 FIVE customer hacks learnt from roaming around an expo

I recently went to on Online Retailers Conference in Sydney, and expected to spend a couple of hours there bumming around and getting bored. But I not only stayed till close, I also stayed for the networking event, and returned the day after. I never do that. Clearly I stayed because I got awesome value…

July 20, 2015

Episode #7 How even the shyest person can network and sell through relationship.

Special interview with Kirsty Spraggon. Kirsty has had a massively successful career. – She’s been a top selling real estate agent, – She’s a renowned public speaker. – She moved from Australia to the U.S. to start her own TV program called Kirsty TV. And she’s a wonderful human being. I consider her a great…

July 15, 2015

Episode #6 Team Buy in

July 12, 2015

Episode 5 – Going over someone’s head

When should you go over someone’s head? Never

July 12, 2015

Episode 4 – Not Features and Benefits

July 09, 2015

One word you should not use in Service

There is one word that you should never be used in Customer Service situations. That word is in the first sentence of this post. Can you guess what it it? Well, that word is “you” In Customer Service and Sales environments, we are often taught to be outward focused. We are taught to: Look at…

April 21, 2015

Should you cultivate obsessive or harmonious passion?

How do you get team agreement and buy-in? Well that depends. Do you want compliance, or creativity? Do you want people to follow the rules, and get stuff done effectively? Or do you need agility and creativity? If the former, then you need Obsessive Passion. If the latter, you need Harmonious Passion. It’s not as easy…