“Computer says NO” – how to enable staff and trust customers
I had a genuinely hilarious customer service interaction the other day. I had placed an order for my son’s school supplies online...
Category: Demands
The 5 things every leader should know about their customers
We all like to think that we know what our customers want. After all, they keep coming back and giving us money,...
Coal to power the future? Ask your customers!
Over the past year, there has been a lot of talk through the media regarding renewable energy transitions. From the shutting down...
Centrelink: Busy signals are a symptom, not a cause
I have previously written about The Department of Human Services before. The article actually garnered a fair amount of attention, which is...
Business sentiment doesn’t matter… consumer sentiment does
I was watching the news this morning, when the ever predictable financial reports came in from so-called experts. This is normally the...
Say ‘no’ to profit, and it will come
Greed can be such an amazingly powerful driving force. Likely, we have all had a taste of it at some time or...
Disruption for disruption sake
Recently, I read about a new disruptor in China that was looking to become the new Uber… of umbrellas. At first, I...
Failure in demands
I had a really interesting experience the other week. I got an email from AusPost saying that something I had ordered was...