customer service

Pure Public Relations client, Mark Larner from Mood Media Australia, on Sky Business News Marketing Matters TV

Sense and sensory abilities: creating a customer experience

Every sized business has the opportunity to create an emotional connection with its potential clients and existing customers. From how you communicate to your on-hold music – your customer’s experience is determined by the details as much as your delivery of promises. And that can be the difference between making repeat customers and beating the competition in attracting them in the first place.

Dr David Hills, founder of iNEEDa Dentist, standing in dentist waiting room

How good customer service cures dentist dread

‘Going to the dentist’ never tops the list of people’s favourite things to do, but this business is out to prove that a positive customer experience will have people coming back. Dr David Hills, founder of our client iNEEDa Dentist, shares on Sky Business News how to create a positive customer experience.

One of the five ways to increase profits and retain customers while keeping costs low, is a loyalty program. Image of a customer using a loyalty card.

5 clever ways to increase profits and retain customers

When big businesses are tasked with increasing their profit margins, one of the quickest ways they create an increase is by cutting costs. However, many small businesses don’t have much fat to trim. So here are five ways you can increase profits and retain customers while keeping costs low.

Martin Winterkorn, CEO of Volkswagen, apologises at a press conference. When should businesses apologise, and how? Phoebe Netto of Good Business Consulting shares the rules for saying sorry to customers and stakeholders.

Sorry, not sorry. When and how a business should apologise.

We have all heard the non-apologies issued by big corporations, politicians and celebrities. But do these non-apologisers need to learn some manners, or are there justifiable reasons for their poor apologies such as avoiding legal implications? And how should small and medium sized businesses be apologising, especially if they are in the wrong or a tragedy has occurred?

Photo of young lady who runs her own small business using social media as part of her constant marketing, used in blog post by Phoebe Netto at Good Business Consulting in Sydney

Steady marketing keeps customers coming

The trick with marketing is the strategic investment of what time and money you have, and doing this consistently. The good news is you can do this even with a tiny marketing budget if you’re prepared to invest some time: the less money you have to spend, the more time you need to spend.