Murray Region – Visitor Servicing Transformation

Murray Region – Visitor Servicing Transformation

August saw yet another trip down to the marvellous Murray region, helping to round off the first phase of Visitor Servicing Transformation work. The first of it’s type (that we’re aware of) in Australia, the progressive team from the Murray are working...
Remaining Relevant In Changing Times

Remaining Relevant In Changing Times

Part of being future proof + having a sustainable business is about remaining relevant to your customer in changing times. Technology advances, changing customer expectations, global-localisation, (anti-)social media, global warming + industry disruption are all...
Does Branson Have 20/20/20 Vision?

Does Branson Have 20/20/20 Vision?

Before we start – no Sir Richard Branson doesn’t have an extra eye. Like many other ‘pin-upreneurs’ admired around the world, Richard Branson understands the simple law established by Harvard quite some years ago. That, by focusing on keeping your people happy,...
Customer Service Is Not The Problem – You Are!

Customer Service Is Not The Problem – You Are!

For many years, customer service has been an add-on for many business – that (un)necessary cost to keep those pesky customers happy. We even developed metrics that (we think) tell us how well it runs. Call durations, time to answer, first time resolution and our...

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