Innovation

Community leadership needs improvement

Community leadership takes on many forms.

Putting a focus on regional community leadership You will often hear people talking about how regional, rural and remote communities are in desperate need of good leaders. While there have been many changes in how community development should be approached, one thing has become abundantly clear, community leadership is critical. Accountability is becoming the big…

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Future communities require change

The future communities are here, don't waste it.

You can be sure the future communities will be different Ten years from now, how much will energy cost? What will happen with the climate? Most importantly, will you be more satisfied with your community and your role in it? Perhaps it is time for you to pack your bags for the future communities? Years…

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Struggle indicates overhaul required

Struggle takes the fun out of business.

Signs a business or community needs an overhaul Often you can fail to realise just what is holding you back and what to do about it. Maybe you were never taught the signs of trouble or even how to go about creating the life you wanted. Stop the struggle in your business community, and you…

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Winning customer admiration via service

Winning customer admiration makes business fun.

Create a winning customer service and experience program A customer service experience program includes such things as customer’s attraction, engagement, awareness, discovery, nurturing, advocacy, purchase and use. These are the things which will be winning customer admiration. It can extend to the end of their useful life and the next purchase. Appreciation can be measured by the individual’s experience…

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Service levels need better managing

Measurements help you manage customer service levels.

Measure what you manage to improve service levels There is nothing like wearing a well-fitting suit, which has been carefully measured to fit your shape and personality. There is also nothing like a well-fitting customer, which is why you should manage customer service levels as an important aspect of your marketing mix. Measuring helps to…

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Service excellence really counts

Service excellence keeps employee morale high.

How do you build trust into service excellence? Customers need to be comfortable and certain of the decisions they make about service excellence. No one makes a buying decision when they are uncertain. A buyer who lacks trust will usually stall the buying process until they come to grips with what they see. Trust to…

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Capacity creation everyone’s quandary

More money is only one aspect of capacity creation.

Capacity creation does not happen by chance It is incredible how your problem-solving improves if you look closely enough. Here we see grains of ordinary beach sand under the microscope. Capacity creation starts at the grassroots and working with what you have available to you. Meaningful global change needs strategic responses and an increase in…

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Value chains become crystal balls

Value chains improve performance.

Value chains increase capacity to get things done Value chains are also known as supply chains. Let’s say you are a small regional community. Imagine your businesses are competing against genuinely global, multi-service, and low-cost digital manufacturers. Customers access their accounts through their mobile phones, paying with a tap on their wearables and learning heaps…

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Dying communities need entrepreneurs

Dying communities require entrepreneurs.

Dying communities have people chasing two rabbits but never gets either I get a little frustrated when people tell me their town is boring or worse still dying. That’s because, from my outside point of view, your town is not dying. It’s just exactly what it is now, no more or less. To some extent,…

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Customer success journey

A customer success journey is action orientated.

Personal service can make all the difference to customer success Personal service can be your key point of difference when it comes to creating customer success. When you are serviced personally by the business owners, from the initial phone call, through to the successful settlement of the sale, it can be most gratifying. Unfortunately, it…

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