A cyber security incident that impacts a small business can be devastating. Unfortunately, those at the Australian Cyber Security Centre (ACSC) see the impact of cyber security incidents each and every day, on individuals, large companies, and small businesses. As…
There is a simple answer … Don’t ! And, yes, I’m serious ! I think this is one of the most important aspects of high performance I’ve ever written about. I constantly hear businesses talking about the importance of retaining…
It wasn’t that long ago that this question would have been scoffed at … maybe still will be by some .. but the whole customer service issue should be examined in the light of today’s business and industry parameters, for…
You will have your own notion of what tough love is … something around treating a person sternly with the intent to help them in the long run. I believe community attitudes towards tough love have changed significantly in recent…
Not only are we seeing different business models emerge based on an awesome customer experience – Uber, airbnb, trunkclub – the pressure is on all of us to lift our game with every customer touch point. One of the most…
My answer is a definite No! My definition of leadership is to positively influence other peoples’ behaviours, intentionally or accidentally. (Leadership can occur accidentally through unconscious behaviours of someone that impact others). I have known and witnessed some incredible leaders…
A list of actions to connect with customers: Formal reviews. Newsletters / information / tips / reminders / special offers … electronic … and follow up. Social media. Sourcing accurate customer feedback … e.g. Surveymonkey, NPS (net promoter score), interviews.…
There are a myriad of metrics that are useful for businesses … measuring causes and results. However, there are some commonly used metrics that can be quite useless and some others that are less common that can be important. This…
With lockdowns returning to most of the country over the past few weeks, small businesses need your help to rally around them and ensure businesses and their staff can make it through this period. As Bookkeepers we are the forefront…