Aug 29

People Champions … The key to sustainable success

By Justin Bayliss | CX Insights

People Champions ...  The key to sustainable success

Having grown up in a small country town and spending many of my younger years helping in our family business, I learned early on of the importance in placing greater emphasis on the relationships you had with your customers than the business you did with them.
In the years since this has stayed with me and been a guiding principle in everything I do to the point where it has become this simple yet powerful mantra I often share, “People before Business”.


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Jul 31

Customer Experience is more than just Customer Service

By Justin Bayliss | CX Insights

Customer Experience is more than just Customer Service

Three essential steps to create happy customers

Undoubtedly, the most significant disruptor to retail in the last century has been the Internet. Far more than just the introduction of e-commerce, the World Wide Web has given consumers unprecedented levels of choice and the power of voice.

Back in the day, if you were the local baker, consumers in your town would buy their baked goods from you just because you were the local supplier. They were virtually a captive audience. As society grew, alternative suppliers appeared but these were still largely subject to geographic boundaries. Initially the internet meant buyers could research alternative suppliers nearby. But those boundaries no-longer exist. The internet has literally opened the doors to a global marketplace. Logistics aside, consumers can now source goods from anywhere in the world and subsequently, hold the power of choice.

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