“We make a living by what we get. We make a life by what we give.” ~ Winston Churchill I trust your Christmas was fine and dandy, spent relaxing and re-energising, in the company of good friends and family. When you get to a certain age, Christmas is less exciting than when you were a...Read More
Tomorrow TPG take over Perth’s (as yet only) billion dollar tech startup, Australia’s #2 internet service provider iiNet, with financial settlement on the deal. Founded in his Mum’s Padbury garage in 1993, because newly graduated Michael Malone wanted to continue to use the internet post university, the rise of iiNet is testament to Michael’s audacity, vision and hard work,...Read More
Thanks iiNet for being a business that totally GETS customer service… Rang up for a new nano SIM card today (… it’s Christmas Eve) – phone answered and I’m speaking to a real life person within 10 seconds. 10 minutes later I’m walking into their store, having parked right outside, I am greeted nicely and...Read More
A CEO (of a company in the UK) put out a circular to his staff last week asking them how they could use social networking to “improve customer service” or “reduce potential complaints“. I find the question itself interesting (and revealing) – customer service is the experience the buyer has when they interact with your...Read More
For the past two decades, I have driven digital transformation and led change at various innovative companies, obtaining strong results.