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...
Jul 22, 2016 | Customer Service, Marketing, Networking, Social media, Twitter
I’m always fascinated by how people use social media – where, when, how long, how often. Equally, it frustrates me that much of the research is USA centric. While parallels can be drawn, it’s fantastic to read the Sensis Social Media Report 2016,...
Jan 21, 2016 | Customer Service, Social media, Twitter
Yesterday I was part of a brief twitter conversation talking about brands that do twitter well – @telstra, @qantas, @virginamerica, @auspost were all mentioned. And by “doing well” I mean they respond to their customers. Via twitter. When their...
Sep 30, 2015 | Consulting, Customer Service, Organisational culture
I watched a fabulous TED talk by Margaret Heffernan a few weeks ago and I can’t stop thinking about it. “It’s time to forget the pecking order at work”, referenced chickens and corporate veggie gardens (making me love it instantly!), but more...
Sep 24, 2015 | Customer Service, Marketing
Have a think about how you felt the last time someone said “thank you” to you when you did something for them. Did it give you the warm and fuzzies? Did it make you feel appreciated? Did it make you want to do nice things for them again? Now think about...
Aug 6, 2015 | Consulting, Customer Service
One of the reasons I started my own business nine years ago was because I wanted greater flexibility with life. I had (and still have) many interests that aren’t necessarily work related, and I wanted the time to be able to fit them all in. Probably my biggest...
Jul 15, 2015 | Customer Service, Social media
It’s rare I publicly name and shame about poor customer service on social media, but I know many others don’t share my view. I read an absolute ripper of a brand rant on Facebook yesterday! Disappointingly (for me!) it has now disappeared. It was truly...
