The notion of a customer dates back centuries. The origin of the expression is ‘habitual practice’, and in The Middle Ages it meant a person or business with whom one has regular dealings. By 1830, it signified ‘made to order’ (hence the notion of ‘customise’). Tailoring a customer’s experience both during and after a transaction is […]
Introducing new ideas into a workplace can be a delicate task, and one that is often carried out ineffectually. When you come up with ideas, don’t expect people to rush to adopt them; but don’t feel like it’s not worth trying just because you get little or no reaction. Instead, sharpen your strategy to be […]
“Does anyone have any objectives – I mean, objections?” the managing director asked the assembled throng. Aha, thought a copywriting friend, that’s it! Her boss’ Freudian slip illuminated the problem with her team. That’s why we always get objections, because people have different objectives. One person’s objective is almost inevitably cause for someone else’s objection. […]
Companies are struggling to find service success and the right balance of internet automation and skilled people who can manage complex service needs. Companies like KLM Royal Dutch Airlines are leading the way with their commitment to an one-hour response (when needed) and a 24 hour problem solving promise; KLM has been using social media as its cornerstone […]
I took two colleagues to lunch to an upmarket wine bar café in South Melbourne where the atmosphere is excellent and food usually good. My colleagues enjoyed their meals (fish and vitello tonnato), my first two bites were also enjoyable, until I spotted two short black ‘lines’ in the sauce over the chicken. I moved […]
