How Uber Eats almost destroyed a small business

We have to be careful of the shiny new toy. My local cafe has started doing Uber Eats deliveries. Good for them! Well….. not so fast. The wait times jumped to 20 minutes and then 40 minutes. My big cycling group worth $600-$700 per month has slowly moved to another cafe (despite many second chances). […]

Reading the customer’s mind, when they can’t

If the customer doesn’t know why they made a decision, how are you supposed to help them make it? There are three factors at play: 1) the rational brain (which isn’t really used that much) 2) emotional drivers (moods and feelings) 3) contextual drivers (we aren’t always the same person). So how are we supposed […]

The purpose of surveys is not to measure service

What’s the purpose of customer surveys? If you think it’s to measure customer service you may want to re-consider. Surveys measure what the customer thinks they thought. Those thoughts can be wrong, and more importantly, they don’t measure what makes you money. Customers are so easily swayed by a nice employee and nice environment. They may […]

6 steps to move from price selling to brand selling

Chinese shoppers are renowned for their price sensitivity and intense negotiations. I spend a lot of time there, yet I’m constantly surprised at the pace of change. Big changes are afoot. Consumer behaviour have caught up to the West in a matter of years and blown past us. There has been an explosion of brand […]

The difference between Mission and Vision

The difference between Mission and Purpose summarised in 1 minute. Mission is a focusing statement about how the organisation operates now and into the future. Purpose is a timeless statement of ‘why’ the organisation exists.