Nov 7, 2018 | communication, Customer Service, Organisational culture
Over the last week or two, I’ve had far too many frustrating moments with businesses that provide me with regular services. These have significantly diminished my experience of them, to the point of wondering if it’s worth the hassle of changing providers....
Aug 15, 2018 | associations, Customer Service, Social media, strategy
Those of you who know me know that I’m really passionate about helping organisations better communicate and engage with their customers, their clients and their members. When I talk about engagement, I mean starting conversations that have some meaning. Whether...
May 14, 2018 | associations, Customer Service
There comes a time when every business will receive a bad review. Like it or not, it comes with the territory. Unfortunately, it’s very easy for unhappy clients to leave a bad review online – either on Google, Facebook, a review site or by creating a video that goes...
Apr 4, 2018 | Customer Service, Marketing
My husband came home from work on the Easter Monday public holiday with a bigger than usual smile on his face. He couldn’t wait to show me the thank you gift he had been given by his manager. What made this so special wasn’t the box of chocolates, although...
Jan 31, 2018 | associations, Customer Service, Social media
Social media, when used properly, is an excellent way to engage with your members. Facebook specialist Mari Smith said it best: “Content is king but engagement is queen, and the lady rules the house.” If you’re wanting to understand how to use social media to...
Nov 9, 2017 | Conferences, Customer Service, Marketing, Social media, strategy, video
Yesterday I had the absolute pleasure of being in an audience listening to the impressive Gary Vaynerchuk – the man known to many as @GaryVee. Gary rose to prominence in the 90s when he created WineLibrary, an ecommerce site that helped his father grow the...
Oct 3, 2017 | Customer Service, Social media
“It won’t work.” “Why not?” “We’ve never done it that way, it won’t work.” I had this conversation with a client a few years ago when I suggested we start using video to reach staff who weren’t based in Sydney or one of the other major cities they operated out of. If...
Sep 20, 2017 | customer loyalty, Customer Service, Marketing
I’m finalising my slides for my keynote presentation on Marketing to Women that I’m giving at the Pharmacy Assistant’s conference in a few weeks, and I’m reflecting on how women are different to men in many ways, not least in how we like to be...
Sep 13, 2017 | customer loyalty, Customer Service, Marketing
I’ve been thinking lately about my experiences as a customer. My husband and I recently bought a new BBQ. A Weber if you’re wondering. Our old BBQ, that was my first purchase when I moved to Queensland over 17 years ago, finally quit. Inconveniently BEFORE I cooked...
Mar 16, 2017 | customer loyalty, Customer Service, Social media
I spoke at the Australian Pharmacy Professionals Conference over the weekend, talking about social media and customer loyalty – #APP17 for those following along on twitter and Instagram. It was my second time presenting at APP, and this time I also did an...
