by John | Sep 10, 2015 | Uncategorised
One of my jobs as a Ranger when working with the NSW National Parks and Wildlife Service was to put on a wombat suit to entertain our visitors at shows, festivals and in and around Park visitor areas. Invariably the suit was sweaty from the last person and the heat of...
by John | Sep 6, 2015 | Uncategorised
Imagine putting a big radar dish on your head and using this as a metaphor for the importance of listening when engaging with customers. It is through listening that you build rapport and can identify the unique needs of the customer. It is through listening that a...
by John | Aug 28, 2015 | Uncategorised
One of the things I love about being involved with the customer experience profession is the vast variety of perspectives you’re presented with each and every day. And the opportunities to build and flex your creative muscle. Brian Uzzi and Shannon Dunlap...
by John | Jul 16, 2015 | Uncategorised
A common challenge faced by local business is managing the threat of a ‘similar store’ opening ‘just down the road’. Such challenges can become even more unnerving when there are real life examples all around us – for example, I’ve...
by John | Jul 16, 2015 | Uncategorised
To motivate people we offer the promise of a future better to what they have now. The assumption being that if they’re happy with the status quo they do not need motivating. Offering a better future is often the easy part – as an example, watch the number...
by John | Jun 17, 2015 | Uncategorised
I just found this little piece that I wrote for Peter Grant … writer and photographer extraordinaire who focuses his work on the natural world (http://www.naturescribe.com/). In preparing a keynote presentation Peter asked a few people if they would share their...
