We are about to follow our Aussie friends and embark on some more research on how we improve our terrible productivity performance currently near the bottom of the OECD. Rob O’Neill’s Sunday Star Times article “Staff- more than just a cost centre” highlighted the fact that the focus in this area is about to go [...]

Last Sunday while driving home listening to the radio I heard yet another example of what a great customer experience can do for a business. The radio announcer right out of the blue starting talking about the dining experience he and his wife had the previous night at a Christchurch restaurant the Pegasus Arms and [...]

Provide an ordinary in store experience in today’s market and the chances of getting customers to visit your store are becoming increasingly less likely. Online sales currently make up 5.1 percent of retail sales but that is about to increase as retailers struggle to develop and provide an in store experience that is different to [...]

Back in the 80s we identified Japan as a growth visitor market and spent millions of marketing dollars attracting them to visit. As a result numbers started to increase, however, in a very short period of time the industry started to get feedback from Japanese visitors that included “they don’t know how to look after [...]

It was suggested in a recent Fairfax article that one of the biggest challenges for companies “is to get employees to share their best ideas”. Not only do we totally agree, but we would also suggest that by not doing this it is costing businesses financially in a number of ways including the quality of [...]