In today’s digital age of data, social media and instant gratification, we desperately crave feedback. Whether in our personal or professional lives, feedback is king. Why do we need it? Essentially, to understand how we can be better – identifying and fixing problems and making improvements. Getting feedback when you’re a business is not […]
Nearly 70% of Australian consumers use social media [1], and we’re living in an increasingly social-first world. In fact, today more than 93% of social conversations between brands and people are one-to-one [2]. For businesses, being responsive is ‘table stakes’, and consumers now expect that social media will offer a better customer service experience than email or phone. More than half […]
For many people, getting your business online consists of starting social media accounts and finding the best ways to keep your website up to date. These can be expensive and time-consuming tasks and may make you wonder whether digital marketing actually generates a return on your investment. But did you know more than 78% of […]
Alongside fickle brand loyalty and online shopping, the days of being on a first name basis with customers are mostly gone.
The prospect of expanding beyond a home or small office operation is something that quite often stirs at the heart of many small business owners.
Disputes with customers can be costly, but a complaint that’s dealt with effectively can actually be an opportunity to help your business.
Some customers take up too much time and energy. Here’s how decide who isn’t giving you a return on your investment.
Social media is fast, it’s constant and it’s everywhere. It’s also helping to create social businesses; those that put in place strategies, technologies and processes to systematically engage all in its ecosystem to maximise co-created value. How effectively does your business do this?
There was a conversation on radio station Nova 100 (Melbourne) recently that discussed businesses that were struggling to get customers in the door. There was an example of a pizza restaurant that was experiencing slow business while a competitor down the road was going gangbusters.
Getting the most out of the employee-customer encounter is essential for a business, and the first step to managing employee-customer interaction is measuring the customer experience. “Quality” is easy to measure and manage in some contexts, and extremely difficult in others. Businesspeople have a pretty good idea how to judge the manufacturing process that yields […]
