Category Archives: customer service

Synopsis Jonathan Simpson Essendon Football Club

So part two of my notes from the Digital Sports Summit. Jonathan Simpson had a great presentation which started out with us having a number of things under our chairs and he had people speak out each one and then related … Continue reading

Posted in creating value, customer loyalty, customer service, Facebook, online purchase, social media | Tagged , , , , | 3 Comments

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

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

My first Telstra Rant!

Firstly I will start by declaring I worked for Telstra back in the 90s for four years before being made redundant. I bear no ill will toward the company for this – in fact, it was the best thing that’s … Continue reading

Posted in brand promise, building trust, customer Experience, customer service | Tagged | 2 Comments

Brand promise – are you keeping it?

Reading the mumbrella article by Tony Richardson on how much he loves the ANZ Banks’ Barbara Ads reminds me of how much I don’t love them. The ANZ ads annoy me and highlight the gap between what their brand campaign promises and the … Continue reading

Posted in ATL, brand promise, customer service, marketers | Tagged , | Leave a comment