Category Archives: customer Experience

How much control do you give to facebook?

For a while now I have been thinking about facebook and how much sporting organisations in particular but business in general, are giving over the control of their customers to facebook. A few people have got me thinking about this … Continue reading

Posted in customer Experience, customer loyalty, Facebook, profitability, sports marketing, unique selling proposition | 1 Comment

Synoposis Nick Marvin Perth Wildcats

Nick is the CEO of the Perth Wildcats basketball team, he was recruited for his experience in turnaround management as opposed to being  a sporting specialist. He was brought on board to the Perth Wildcats to turn around their profitability … Continue reading

Posted in brand promise, customer Experience, customer loyalty, social media, social media policy, sports marketing | Leave a comment

Synopsis of ProBlogger

Part four of notes from Digital Sports Summit – hope I’m not boring you all stupid and you’re finding this vaguely useful! Darren Rowse is a Melbourne Blogging institution, he gave some great tips on blogs but this transalates on … Continue reading

Posted in blogging, brand promise, creating value, customer Experience, keeping it simple, personal brand, social media | Tagged , , , , , | Leave a comment

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

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