I know, I know, most of you, if not all of you, are tired of hearing the word Pandemic or COVID-19 and yes this disruption continues to be a
right pain in your backside or at least exhausting, in the way that it's certainly consuming our every day lives, every minute of the day.
BUT, it's never all bad news, so let’s shine some light on the positive changes the pandemic has accelerated and how some businesses are
really standing out. Customer Service - and there are plenty of brands still shining through this crisis for showing leadership in customer
service during the pandemic.
A new report from Forrester showcases leading Australian brands that have kept a sharp focus on customer service and customer-centricity
and the great results they have achieved.
As the pandemic disrupts all facets of our lives, consumers lean on trusted brands for support. For brands like Qantas, Telstra and Westpac,
customer service has been a crucial part of their response.
In 2020 Westpac viewed customer complaints as an opportunity to improve customer relationships and provide a seamless service experience.
We all know how Australia’s largest airline, Qantas, was at the epicenter of disruption during global lockdowns, when the majority of flights were grounded. Customer service was challenged at the peak of flight cancellations, customers had to wait up to 6 hours to get through. They responded by streamlining teams, composed of employees with the most expertise and empathy.
When lockdown restrictions hit, Telstra invested in cross-skilling field teams to make their workforce flexible – allowing them to
successfully manage the spike in customer contacts.
So, you see, no matter how large or small your business is, there will always be challenges and opportunities in every situation. But it’s
only when your business is agile and flexible that you can seize those opportunities and turn them into magical marketing moments.
Are you ready to shine some light on the good stuff. We’ve got the spark to bring that to life.
Connect with us today.
In the mid-to-late 20th century, print magazines and newspapers were absolute powerhouses. Because readers sat down with a publication deliberately on a train, at the kitchen table, or in a waiting room and advertisers had a captive audience. Some of these commercials or print ads might still be a hit today, while others might get someone fired if they were proposed in a client meeting. But they're certainly entertaining
On paper, expanding a food brand between the US and Australia looks like a surefire win. Both are wealthy, English-speaking Western nations
with a massive appreciation for burgers, barbecues, and convenient dining.
Yet, the corporate graveyard is filled with cross-continental flops. Most recently, Australian favorite Guzman y Gomez (GYG)
conceded a $13 million operating loss and pulled the pin on its major US expansion plans, while the US chain Carl’s Jr.
plunged into voluntary administration within Australia.
For the last decade, we’ve all been obsessed with ranking #1 or at least the 1st page on Google. We’ve spent countless hours on SEO, backlinks, and keyword density on top of 'paying to play'. But if you’ve noticed the landscape shifting, you’re not imagining it.
We have entered the era of the AI-Answer Engine. When a customer asks a question like "Who is the best local provider for X?" AI platforms
like ChatGPT, Google Gemini, and Perplexity aren't just giving them a list of links.
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