My local Woolies store is suddenly caring about me in a big way! They’re sending me love letters, showering me with love every time I enter the store, and showing their appreciation like never before. Because guess what? A shiny new Aldi store has just opened up across the road. We see companies doing this time and time again. They don’t appreciate their customers until the competition comes along, sweeps up their unappreciated … [Read more...]

After years of anticipation the NBN has finally arrived in my area! Feeling excited for the possibilities, I rang a provider that I’d heard offered NBN WiFi. After carefully navigating the options, I pressed 1 for sales and was politely informed by the announcement the estimated wait time was one minute. Easy! Eventually after what seemed an eternity, a very bored sounding woman answered, and said something that was indecipherable to me. Could … [Read more...]

Customer experience is fast becoming the buzz word in business. Companies are talking about wanting to improve it. They are sending their staff on courses to learn how to provide better customer service. But do you know what providing a better customer experience really is? And how do you stand out from the rest? Firstly, what is the difference between customer service and customer experience? Customer service is simply what you DO. Companies … [Read more...]

“If you don’t take care of your customers someone else will” This well-known quote certainly rings true in times of economic downturn when it’s a buyer’s market and your customers right to vote with their feet could make a significant difference to your bottom line. If a customer feels aggrieved, they will move on, most likely to your competitor, and it can have a devastating effect on your business. According to Ruby Newell in her book … [Read more...]

I was stressed. I was ignored. I was never going back! It started off as a fairly good day as I drove into a carpark that had implemented the new number plate recognition system to supersede the physical ticket. This is a new system which supposedly streamlines and improves the customer experience. It is quick, paperless and eliminates room for error. Sadly this was not the case.  As I merrily punched in my number plate to pay for my parking I … [Read more...]