Customer service is not servancy

For this newsletter servancy refers to a practice where the business is a servant to the customer. It is the business practice of treating customers so value is delivered to the customer without consideration to the employees delivering that value. Whilst this might...
Stepping on to the customer experience stage

Stepping on to the customer experience stage

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...
The big radar dish of rich customer experiences

The big radar dish of rich customer experiences

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...
Your next door competitor

Your next door competitor

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...
The value of moments

The value of moments

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...