Monthly Archives: June 2010

Your brand – your customer problem!

One of my staff – we’ll call him Bruce – recently had a flat battery and called the RACV for assistance. The RACV mechanic came around and took over an hour to replace the battery because one blew up and he had to … Continue reading

Posted in customer Experience, customer loyalty, customer service | 1 Comment

Keeping it simple and direct

Wow! I was blown away yesterday. At work we had sent out a regular email to our customer database about various things going on in the industry with a link to subscribe to our monthly magazine. There was no special … Continue reading

Posted in customer Experience, customer service, keeping it simple, online purchase | Tagged , | Leave a comment

Playing dumb – making it work for you

Much of my career has been spent liaising between marketing/the business and the IT department in number of industries I knew nothing about until I was part of them. With CRM and web being my major specialities since my first … Continue reading

Posted in building trust, career, marketers, personal brand | Leave a comment

What? You want customers to pay us?

I will admit I have had a love-hate relationship with finance departments across a number of my positions. Finance’s job is to look at the bottom line and make sure we are managing revenue, expenses, cashflow and profitability, but on … Continue reading

Posted in Billing, customer Experience, customer loyalty, customer service, unique selling proposition | Leave a comment

Creating value out of nothing….

I was responsible for the MYOB Cover product during most of my time at MYOB. This is a support product people purchase after  buying the software, which gives them access to technical support and upgrades (and, at the time I started, not … Continue reading

Posted in creating value, customer Experience, customer loyalty, lifetime value | Leave a comment

Me and my masters in fluff

From 2002 to 2005 I did my Masters in Marketing (aka Masters in Fluff) at Swinburne University and it was the hardest and most rewarding task I have ever completed. I had decided in about 1999 that I would start my … Continue reading

Posted in career, education, marketers, personal brand | Leave a comment

Pricing, Finance/Admin and Customers

I have been very closely associated with call centres for a large part of my career and I now have overall responsibility for a small customer service centre. Last week one of my staff called me up to say a customer had purchased … Continue reading

Posted in customer Experience, customer loyalty, customer service, lifetime value, marketers, pricing | 2 Comments