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 inv...

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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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The Future of Medicine – It’s the Patient … err, Customer


Last year, my parents moved house after 40 years. When searching for a new local GP, my 80-year-old father’s first source of information was online reviews he found on Google. Although he’s intelligent and computer-savvy, he’s hardly the stereotype of the typical social-media-obsessed Internet...

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Five Things You Must Know About 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 a...

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The Key to Success in a Customer-Centric World


Last week, I delivered the opening keynote at the annual TravelManagers conference in Bangkok. The theme of the conference was “Adding Value” – an important principle in the life of a travel agent. And it’s not just for travel agents; we all have to add value in our business...

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The Future of Conferences


With videoconferencing, online meetings, telepresence and other collaboration technology gaining traction, does that mean the in-person conference is obsolete? No – not by a long way! But its role has changed. Here are 10 trends affecting our professional and personal lives, and how conference or...

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Turn Your Products and Services Into Experiences


It’s easy to think you offer unique products and services, but in today’s world, you’re probably wrong. It doesn’t take much for a competitor to start offering the same products or services – and often that competitor can be somebody in China building the same product, ...

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Create a Better Buying Experience


Marketers are always looking for creating better experiences with their products and services. But there’s another experience that matters to your customers as well: The buying process itself. Don’t underestimate its importance, and how much this can influence your customer’s buyin...

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Four Ways to Prevent Problems Rather Than Fix Them


Are you constantly having to fix problems in your business? Even if they are minor, they take time, cost money, shift focus, and tarnish your customer experience. In this interview, Winston Marsh asks me about four things we can do to prevent problems before they occur: Reminders: For example, a ha...

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Travel Agents: Help Clients Get More From Their Smartphone


Many of your clients will be travelling with an iPhone, Android phone, or other smartphone. Even savvy phone users who use it regularly at home sometimes struggle when they are outside that familiar environment. We have all heard the stories of bill shock from mobile phone customers who forgot to tu...

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