Posts Tagged ‘relevance’
Meeting, Managing And Exceeding Expectations
If a brand is a promise, then the expectations people have of the brand are created by the promises we make. Meeting expectations is about the alignment of words and deeds. Disappointment occurs when we don’t do what we say we’re going to do. When we promise more than we can deliver or pretend to…
Read MoreChoose Delight Over Satisfaction
When a flight is delayed why are the passengers who quietly accept their fate and meal vouchers never the ones who get priority on the next available flight? Our instinct is to acknowledge and take care of the customer who complains the loudest. We work hardest to get the dissatisfied, those unlikely to become raving…
Read MoreThe Rise Of The Interested
It doesn’t seem that long ago since a customer would get personal service at a drapery shop even if she was only buying four buttons for the baby cardigan she’d made. A real conversation ensued and colours were carefully matched. By the time money changed hands the assistant knew who the cardigan was for, when…
Read MoreNavigating Opportunity
Have you noticed how different the world feels when you set out on a familiar journey but leave five minutes earlier? You experience things you’d ordinarily miss. You become aware of the subtle change in the light or weight of the clouds. The traffic moves easily through green lights, and the birdsong is louder. You…
Read MoreOnly You
We had a storm on Saturday. More than 20mm of rain in minutes. We lost power shortly afterwards but managed to isolate the problem until we could get Frank, the electrician to come on Monday. He was busy. One of his big contractors had also called him out that day and they were a priority—regular…
Read MoreQuestions Worth Asking
The progress we make in business and in life hinges on our ability to ask the right questions at the right time. What we need to discern and prioritise are the questions it’s most important to address. The questions we don’t know the answers to can be divided into three categories: 1. Questions that can’t…
Read MoreCopy And Paste
If you can copy and paste the same rejection and send it to every candidate is it worth responding? If you can replicate your competitor’s innovations why bother to invest in your own ideas? If you can multitask while you’re on a call to a customer was the call worth making? If you can ignore…
Read MoreUnlikely
When you’re shopping at Uniqlo, it’s unlikely a sales assistant will ignore you. When you’re a visitor lost in Melbourne, it’s unlikely someone won’t stop to give you directions and a friendly smile. When you take a sip of Tea & Glory tea, it’s unlikely you’ll confuse it with a cup of Tetley. The best…
Read MorePresent Tense Planning
When surgeon and author Atul Gawande treats a terminal patient, he doesn’t assess the available options in ways a conventional medical team might have weighed them up in the past. Instead of wondering whether they should keep fighting or if the time has come to give up, he and his colleagues ask a different, more…
Read MoreThe Link Between Actions And Outcomes
When we set a goal to achieve a particular outcome, we zoom out to consider the big picture. And while a result is dependent on knowing what we’re aiming for, it also requires us to do the things that give us the best chance of accomplishing it. A successful attempt to get fit doesn’t hinge…
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