The dark side of reward and recognition

This week was a big one in our household. Aside from the usual packing lunches, hostage negotiations over what the kids have for breakfast, and slamming down a travel mug of lukewarm coffee and soggy toast stuck on the freeway, we had the school carols event and awards ceremony for our two girls Tamika (9) and Amele[…]

The difference between Customer Segments & Target Markets

Hi Everyone! Given the work I am currently doing on Customer Experience, I wanted to share some thoughts on the two concepts in a bid to demystify them and add some clarity into how to use segmentation to harness the true potential in an organisation. Customer segmentation is the clustering of customers used to organise[…]

Leadership philosophy ANYONE can understand

This week I was asked about my personal views on leadership. For me, leadership is something that is almost on autopilot, so to be asked to describe something that I need to do each day, I initially found it quite hard. Firstly, a leadership conference held this week had named me as an inspirational leader and[…]

Lessons from Primary School for the Business World

Last month my daughter Tamika had her open day at school and it’s very exciting for all concerned. Like a singer going on stage, or an artist revealing a masterpiece, Tamika was super proud to be walking her family through her achievements. Looking through some of the lesson plans, Tamika’s class was engrossed in everything[…]

Customer Experience: Talking is silver, but showing is gold.

One of the most interesting times in my career was when I worked in steel manufacturing. I was challenged to incite initiative, focus, drive and passion for customer experience with the sales, estimating and call centre teams. With varying degrees of experience, willingness for change and customer focus, it was no easy task. We had[…]

Marketing Campaign vs. Strategy – What’s the difference?

Video conference at 5pm. The meeting was to reveal a new ‘marketing direction’. I was honored and privileged to be working with executives on this exciting new way forward for one of Australia’s iconic brands. As the meeting unfolded, we started to understand the methodologies, objectives and deliverables orbiting the marketing direction. After the build[…]

The #1 law of the Customer Experience Universe

Described by some as the business ‘buzz term’ of the last decade, Customer Experience has ranged in description, shape and form… For most, the journey begins looking at service levels, convenience factors and attitudes of individuals and teams. Others throw themselves into the world of analytics and data by adopting Net Promoter Score (or equivalent)[…]

InsideOut at Work: The 5 emotions driving our progress and achievement

Last weekend I took my two girls to watch a much anticipated film of the year: InsideOut. For those that haven’t yet seen or heard of it, the film is set in the mind of a young girl, Riley Anderson, where five personified emotions—Joy, Anger, Disgust, Fear, and Sadness try to lead her through life as[…]