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IS IT TIME TO DITCH THE NPS?
Why Traditional Customer Service Metrics are No Longer Relevant in a Post Digital Retail Sector
The most widely used system to measure and benchmark customer satisfaction is the Net Promoter Score (NPS). Launched in 2003 — before we’d Facebook, Instagram, LinkedIn and Snapchat — NPS is a management tool that can be used to gauge the loyalty of a firm's customer...
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MOMENTUM – How to BUILD it, KEEP it or GET IT BACK
By Michael McQueen
As a relatively new mum, I know what it feels like to lose and regain momentum (sometimes several times a day). I’ve had to learn how to adapt to a world that I’m much less in control of compared to two years ago and as such, try to maintain a sense of momentum...
OK Google, what does the future of search look like?
How hands-free internet searches may be indirectly impacting your business.
Since having a baby last year, I now consider the ability to do something ‘hands-free’ as a major time-management hack. Phone calls exist almost exclusively hands-free now, either on speaker or headset while I’m folding washing, cooking dinner, signing for a courier...
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MORE FUNNY MORE MONEY
by Marty Wilson
I’ve experienced first hand how humour can amplify influence and income. A decade ago when I decided to pursue keynote speaking as a full time career, I invested an eye-watering amount of money with leading comic Vince Sorrenti to write some material for me. It paid...
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PITCH ANYTHING – An innovative method for Presenting, Persuading and WINNING THE DEAL
By Oren Klaff
A decade ago I was running a thriving marketing agency in Sydney. Without question the part of the business I loved the most was pitching for new business. The energy and buzz in the agency in the lead up to pitch day was palpable. The team and I would often work late...
