Effective Naturally

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Welcome to the first edition of Perspectives - our Effective Naturally newsletter, released each week to provide exactly what we state in the title - 'perspective'. We're determined to begin a revolution in Australia, one where businesses both small and large strive to build iconic brands, with engaged teams and a customer experience that truly delivers what they promise. » Read more

We know that there are exceptional customer experiences every day - those interactions that truly delivered on your expectations that make you want to be a real ambassador for the product or service. Now we have provided the space for you to share either the entire experience or just a single touchpoint that really blew you away. Don't keep these to yourself, the more you share the more we encourage all organisations to step up. Click here to post. » Read more

Anyone who knows even the slightest part of the Effective Naturally program will be fully aware that we advocate identifying the Moments of Truth in the customer experience, then work to make them all positive (or at least make up for the negatives that we can't control). The moments of truth don't end until the client pays the bill, and companies that make it tricky for the payment to take place have simply missed a huge opportunity to end the transaction on a 'positive' note. » Read more

As part of my addiction to great customer service and effective workplaces, I read a lot of newsletters everyday, keeping abreast of new ideas and common thinking. » Read more

I usually don't use a YouTube clip as part of my blog, but John from the Home Ideas Centre thought it might fit with one of the key points about Effective Naturally. Getting a new customer and keeping them requires you to impart a change in their behavior. So it really is simple that the only way to get new customers and keep them loyal is to ensure we remove all the barriers to them having a great experience. » Read more

This piece is quite strong in opinion – of course if you disagree or have another perspective we’d love to share it. effectivenaturally.com.au is a forum to encapsulate all perspectives as a tool for the promotion of more effective workplaces. » Read more

In the Effective Naturally programs we speak of Moments of Truth. It’s simple -when you look at the entire customer experience, make sure there are more positive moments than there are negative. » Read more

Last weekend I was in Auckland to host a function. After arriving at Auckland Airport, I walked over to the taxi area in an unusual state (for me) of delirium after a somewhat uneventful flight. I guess it's fair to say I was on auto-pilot. » Read more

We would have all heard about the Aussie execs who have been rewarded with huge pay increases despite the big GFC. The first thing we need to clarify is this: executives that perform well, DO deserve to be rewarded (exactly to what level is a whole other debate). On the flip side though shareholders and the general public are the only people that can bring about change in these companies that reward their executives for negative performance. » Read more