Do you have any ideas or thoughts on how to better run a business? This is the place for these blogs.

Nespresso - Customer Disaster Recovery

Nespress did an awesome job.

You may remember that a couple of weeks ago I had a problem with the Nespresso customer service….well, actually a disaster. What’s happened since then you may ask? A lesson by no one less than the CEO of Nespresso Oceania in turning a bad customer experience into an outstanding one.

I’ve always loved Nespresso coffees. They taste great, are quick to make and bring a subtle sense of joy to each day. This video is about how Nespresso turned a poor customer service experience into an amazing one. I then share a few thoughts on why I love my Nespresso coffees…..why not, they did an incredible job.

For those of you that are wondering, no, I did not get paid to do this video, write this blog and send it out to the thousands of readers and followers. I just like sharing about my passion for Nespresso coffees…!

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Nespresso Customer Disaster

Nespresso - Giant coffee maker misses the mark.

After over 12 years of drinking Nespresso coffee, I decided to upgrade my machine and that’s when my story started going downhill. In this video I outline how Nespresso missed a great customer service opportunity by turning an evangelist into something quite else.

Big corporations need to grasp the concept that in this day and age of social media that no amount of marketing dollars can overcome the voice of the individual. So, I decided to create this video about how the Nespresso customer service fundamentally failed a person that was formally an evangelist for their company.

These are a few of the customer service lessons I would recommend they consider:
1.    Ensure the team knows the products they are supporting.
2.    Understand customer value.
3.    Individuals now have power
4.    Bad experiences have lasting impact.

I would encourage all readers of my blog to share this video with others as it’s a great lesson in what NOT to do in this day-and-age with customers.

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Believe in Yourself

Australian Prime Minister - Scott Morrison

Embarrassingly, as many readers are aware, Australia has gone through seven prime ministers in the last ten years. The latest PM, Scott Morrison, only assumed the job eight months ago and across the last weekend the nation went to the polls to decide what to do with him.

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I must admit that I love elections and I can’t help myself as I’m glued to the television for the evening as the fate of the nation unfolds. Democracy is an amazing process and sadly, I think I've bored all my family and friends on my love for the topic over the years. Democracy is when an entire nation sits on a knife edge as the people determine who has the right to lead them….it’s incredible!

What happened to Mr. Morrison? He won, and in my opinion, there was a very good reason why the people of Australia voted for him. All the opinion polls were against him but he won anyway….why was that?

In the post-election interviews a common theme emerged from the newly elected members of parliament. They shared about how Scott Morrison had an unshakable belief in himself. Despite all of the reasons to think otherwise, the newly endorsed Australian prime minister knew exactly how and what he had to communicate with the Australian people. He didn’t waver in his message and he was constant in its application.

Rather than oscillating on whether he should change based upon the latest opinion poll he maintained a personal conviction and message throughout the campaign. Clearly this resonated with voters as they voted him back into office.

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Why Plans are Vital to Your Success

Today my wife has a big smile on her face because we're having our old kitchen ripped out and a new kitchen installed. Needless to say, the house is a bit of a disaster but the contractors that are doing the whole process know exactly what to do and in what order.

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Having a plans is often viewed as unnecessary or something you put in the bottom of the drawer, but nothing could be further from the truth. I know that I feel a lot more comfortable knowing that the stone bench top is being put in after our new cupboards are in place.

If you can’t articulate what you’re trying to achieve in your own business in a structured plan, then it’s likely you won’t become a success. Many people have great ideas but very few have the ability to write them down and even fewer people can execute them.

About ten years ago, I was traveling on one of my around the world trips and dropped into Fort Lauderdale to catch-up with some friends. While I was there, I met with a couple of people that were looking to get some investment dollars into what I thought would be a potentially great business.

I asked them for their business plan and was met by a blank stare. I then asked for a forward projecting cashflow and the response was the same. In a bit of frustration I then asked to see their past financials and likewise these weren’t available…..oh dear.

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Listening to Credible Speakers

I recently conducted an in-depth analysis of a statistically sound sample of a several hundred thousand domains. There was nothing special or selective about the sample and yet the results showed that contrary to many peoples believe, domain monetisation is alive and well.

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I attend a lot of conferences around the world and I must admit that I get a little flummoxed when I hear over and over again claims that domain monetisation is dead. The reason for this is that my company, ParkLogic, sees the actual data from right across the industry and from our perspective nothing could be further from the truth.

When I say we see data for the industry I really mean that. Any domain traffic on the ParkLogic platform is evaluated every hundred milliseconds to see which company will pay the most for it. There’s no guessing or “gut instinct” involved, it’s all about the numbers.

I have two questions to ask the monetisation naysayers:

  1. Do you have a statistically sound sample of domains that allows you to speak with any authority?
  2. What have you done differently with your domains in the last 6 months?

The first questions strikes at the heart of credibility. If you don’t personally have the data or access to the data, then on what basis are you making claims that can potentially be damaging to the industry.

A few year ago, I was publicly ridiculed in a domain forum by an individual and told in no uncertain terms that I know nothing about domain monetisation. I took the condemnation on the chin and in a private message I asked my accuser how much revenue per month they were doing. The answer was $5.

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Recent Comments
Wolftalker
Wise words M.
26 April 2019
whizzbang
Can't wait for you to present and share some data again. It would be especially interesting to see what type of domain inventory... Read More
27 April 2019
Guest — John Colascione
Sounds to me you're dancing around in fairy tail land. All publishers I know, including myself, who are good at what they do and m... Read More
30 April 2019
2093 Hits
4 Comments