Be authentically good when dealing with customers’ data

Business must earn trust or feel the heavy hand of government intervention. Tai Rotem explains. Time is running out for business to self-regulate how it uses customers’ data. Every time …

A new challenger in the quest to keep the customer

How time flies. About 10 years ago I was at an industry leaders meeting (over breakfast, because “leaders” get up early!!) and I was struggling with my decision to reach …

Dear Donald, Malcolm and Teresa; honestly, no one gives a flying frogs fat arse what you say any more (1)

Here’s something that we are taught very young; Our governments steer markets. We are taught what is decided in Canberra, in the White House, in Downing Street or in Bonn …

Western Australia’s segmented aged care market

Strong wealth and a growing proportion of Australians approaching retirement age will see the delivery of more luxury residential aged care offerings in the next five years. While a $550,000 …

Why trust is at the heart of the customer experience

It’s little wonder that trust in Australian institutions has hit a five-year low. According to the latest Edelman Trust Barometer, trust levels have collapsed in the last two years across …

Coffee, emotions and customer-centric products

The world that we live in is overflowing with information. This information is easily accessible and using it to come to evidence-based conclusions can help us make the best decision …

Is awareness the holy grail when it comes to measuring your brand?

Brand Tracking is one of the common ways for businesses to assess what people think about their brand and can provide some valuable insight into which areas to focus the …

Flexibility: it’s not a choice it’s an imperative

Work life balance. It’s the 21st century’s buzz phrase, as companies vie for the attention of Australians juggling various commitments and responsibilities. Turns out as a nation, we like to …

Innovate don’t imitate

Performance benchmarking is common practice among big businesses, but this is often driven by a need to satisfy internal KPIs rather than a need to satisfy customers. The yardstick used …

Want to grow revenue without taking on more staff?

Growing a service-based business isn’t easy. Often it can feel like a balancing act – take on new staff too early and you risk introducing cost without any guarantee of …