From New Zealand's 'The Main Report':

Don’t Let Frontline Staff Do This

According to the editorial team of ‘The Main Report’ (New Zealand’s long-standing “business newsletter”), an organisation’s frontline staff should NEVER make any of these three statements to a customer:

  • “It’s our policy.” The purpose of this is to simply to shut someone down, TMR’s editors say.
  • “There’s nothing I can do.” There’s always something you can do, they challenge.
  • “It’s the manufacturer’s responsibility.” Your customer has a relationship with you, not your supplier, the editors point out.

Customer 'LTV':

An Eye-Opener for the Ignorant

“Customer Lifetime Value” (“LTV”) is a principle of formal marketing that took a lot longer than it should have, to receive active consideration by today’s consumer-driven industries.

Despite its fundamentality, “LTV” is, in my opinion, still given insufficient (and more often, scant or no) serious attention.

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The True Stakeholder Experience:

Do CEOs Have Any Idea of The Experience Their Customers Are Having?

Do CEOs and other senior management executives really know what’s happening out there “on the ground”? And how important is it that they do, anyway?

As contentious as it may be, I’m prepared to go out on a limb and say that CEOs and other C-suite executives often know very little of what goes on in their businesses “out there” at “street” and stakeholder level.

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The ROI of Listening:

Patience & Selflessness Pay Off

If you want to be smarter, sharper, and enjoy stronger client relationships, simply listen more – and listen more intently.

According to David Mezzapelle, author of ‘Contagious Optimism’:

“When you listen, you open up your ability to take in more knowledge versus blocking the world with your words or your distracting thoughts.”

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Your Privacy:

Do You Have Any Idea How Little of It You Have Left?

At the same time as Government agencies and corporations are banging on about the importance of privacy law compliance, they’re delightedly trading away your privacy in multitudinous ways, and largely without your knowledge.

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