In 2017, we’ve witnessed numerous Customer Experience (CX) failures that have damaged the reputations of some of the largest companies in the world. From long call waiting times after a number of severe outages, to poor customer service ratings, and other critical service failures, there are a number of lessons to be learned if brands […]
The recent rise of online quoting websites has been great for both customers and businesses. How can small business owners maximise the potential of these new marketing platforms? I’ve been operating a small business in the carpet cleaning industry for over 20 years. I remember a time before the internet. Back then, marketing your business […]
User generated content has revolutionised the way we exchange information about businesses. Whether you’re looking for a hairdresser, restaurant, film or holiday recommendation, ratings and review sites are an often trusted resource to get immediate feedback on other people’s experiences, and can influence many of our purchasing decisions. As a business, this presents a huge […]
As I started building my new cybersecurity company, through staff hires and client and vendor engagement, there was one question I was asked repeatedly: “Carlo, how will you start from nothing, with no customers, no revenue, and convince customers to trust you?” The concept seemed a complete mystery to every single person I spoke with. To […]
I want to talk to you about why it’s sometimes far more important to reject a potential customer or client than to say ‘yes’. In fact, if you are building a business, get used to saying ‘no’ – a lot. Having started my second cybersecurity company, after the successful sale and globalisation of my first one, […]
In this age of social media and instant communication, customers share their experiences broadly, especially if those experiences are negative. People vote with their feet, taking their business elsewhere based on the comments of friends, peers, and even strangers online. Businesses therefore need to understand that the customer experience is critical to financial success. The […]
Most mornings I buy my coffee from the same beachside café. While I order the same coffee every morning, the waiters never remember my order nor do they show me any hint of recognition. In contrast, in The Strand next to my city office, my local coffee shop greets me by name, brings me my […]
With over seven million monthly active Instagram users on the platform in Australia, there is a real opportunity for businesses to tap into this community to create authentic customer relationships and turn their passion into a business. With 80% of Instagram users following a business and the average Australian checking their feed 11 times a […]
A point of sale (POS) system can revolutionise the way in which a small to medium business operates. It can streamline the day-to-day activities, from stock ordering and inventory to speeding up the payment process for the consumer and delivering a better customer service to clients. As a management tool it is very versatile, and […]
In my previous post, I ran through two initial steps B2B sales people need to think about on their journey towards becoming A-Graders. These were ‘reconcile your conflicting priorities’ and ‘set long-term goals,’ which focus on transitioning from an immediate, short-term mindset to becoming more forward-thinking and planning for the long-term. As the sales profession continues to […]
