More Customers Want a Faster Experience


I went to breakfast last week at a restaurant that provided QR codes for ordering directly from the table. Each table has a QR code on it, which you scan with your phone, and it takes you to their online menu. You choose what you want, pay with Google Pay, and the order goes directly to the kitchen...

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Better Than Referrals – Share the Customer Experience


A crisis like a global pandemic makes everybody re-assess and re-evaluate what’s important to them. And that includes your customers. So don’t assume you know what they want – make sure you continue to keep in touch with them. This is not just for loyalty purposes. It can also be ...

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Start Before You’re Ready


If you’re one of the more than 500 million users of the file sharing service Dropbox, you know how convenient it is for managing files across all your devices and with other people. For Dropbox founder Drew Houston, who started the service in 2007, it was anything but obvious that it would be a s...

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Ten Trends for the Airport of the Future


Forget the endless queues and delays – the airport of the future will be a destination in itself. Airports around the world are reinventing themselves to cater to the new model of treating passengers as customers. ...

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Smart Places – A Competitive Advantage for Location Brands


We tend to think that everything is moving online and digital, but that’s not always the case. It might be true that we don’t buy music in CD stores anymore, or that we hold a business meeting in an online conference room. But there are some things we still do in “real life” to interact wi...

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The Future of Conferences: Ten Things Great Conference Organisers Do Differently


Videoconferencing, online meetings, telepresence and other collaboration technology are gaining traction. That doesn’t mean the in-person conference is obsolete – but its role has changed. Some of the benefits of coming together for a conference can be achieved just as effectively in other...

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The Future of Conferences


Videoconferencing, online meetings, telepresence and other collaboration technology are gaining traction. Does that mean the in-person conference is obsolete? No – not by a long way! But its role has changed. In this podcast episode, discover the top trends affecting our professional and persona...

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Create Experiences, Not Just Products and Services


I was speaking at an aged care leadership conference about the challenge of increasing competition and client choice. The aged care industry is growing, because of our ageing population, but this also creates more competition and choice for clients. This is true in many industries, and it’s no...

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The Busy Adviser’s Secret to Lifelong Clients


In a business environment where clients have more choices and information than ever before, keeping in touch with clients – and providing value – is not just about FoFA, the FSI, or compliance – it’s just good business.

Do your clients only hear from you when you send them a statement or in...

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The Future of Conferences


The NSW Government recently announced a trial of in-ground “traffic lights” at key intersections in the CBD, to warn pedestrians on mobile phones who don’t look up while crossing the road. It’s been interesting to see the reactions to this idea on social media. Many people are saying it just...

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