A physical store has one big disadvantage. It requires effort. The customer has to leave the house. Drive there. Find parking. Walk in. Look around.
Business advice tends to assume there is always a move. Change the offer. Improve the service. Train the team. Spend more on marketing. Cut the
“Delighting the customer” sounds like a good goal. It sounds generous. Ambitious. Customer-focused. But it can also lead businesses to improve things the customer never
Businesses usually pay the most attention to customers who are difficult to win. The new lead. The first-time buyer. The customer comparing three competitors. The
A customer walks into the showroom. The salesperson is friendly. They answer every question. They explain the product clearly. The customer seems interested. Everyone walks
Some businesses measure everything. Customer satisfaction. Wait times. Conversion rates. Complaints. Staff performance. Repeat visits. Average transaction value. There are dashboards, reports, surveys and weekly
From behind the counter, the café probably looked busier than ever. Delivery drivers coming and going. More orders appearing on the screen. Coffee machines running
Some cost cuts save money immediately. Then cost far more later. That is the part businesses often miss. When conditions tighten, the pressure is usually
“I’ve already told them.” You hear leaders say this all the time. They sent the email. They explained it in the meeting. They mentioned it
There is a strange assumption in business that better customer service always means adding more human interaction. More staff. More conversations. More check-ins. More opportunities
A friend of mine stayed at a hotel in Tel Aviv, Israel, a while back. She’d been there once before and decided to return. When
Think about the last time you went to a restaurant, finished your meal, and nobody offered you dessert. Happens all the time. And it’s not
A little while back my wife and I drove up to Ettalong Beach for a weekend away. About two and a half hours from home.
Here’s a stat that always gets me. Australia is about 4,000 kilometres from one side to the other. It takes five to six days to
I was out in a country town in Western New South Wales a while back, and it struck me how friendly everyone was. People say