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Amid Covid 19, businesses must remind customers they exist

Amid Covid 19, businesses must remind customers they exist

by Bruce Cotterill | Jul 20, 2020 | Blog, Customer Experience, Leadership, Reflections

On the surface, there appear to be plenty of success stories in the aftermath of the Covid-19 lockdown. As a nation, we are back into the full swing of things at work, unlike many of our trading partners who are either continuing or returning to full or partial...
The Day The Uber Ate The Taxi

The Day The Uber Ate The Taxi

by Bruce Cotterill | Mar 2, 2020 | Blog, Customer Experience, Leadership

Like many of us, I travel a lot. Most of my movements are related to my work. I might jump on a plane for a holiday a couple of times a year as well. Because of my travel schedule, I used to catch a lot of taxi’s. Typically, I will drive to my home airport, but when I...
The Simple Formula for Success in Free to Air Television

The Simple Formula for Success in Free to Air Television

by Bruce Cotterill | Nov 10, 2019 | Blog, Customer Experience, Reflections

We’ve seen TV3 hit the headlines in the last couple of weeks for reasons that caught many of us by surprise. The channel is continuing to lose money and the owners would like it sold. I spent a decent chunk of my executive career working for Publishing &...
You Are Only As Good As Your Weakest Link – Even Air New Zealand

You Are Only As Good As Your Weakest Link – Even Air New Zealand

by Bruce Cotterill | Jul 23, 2018 | Customer Experience, Leadership, People Management

Have you ever noticed how Air New Zealand, once we’re all crammed into the cabin and ready to go, takes great delight in telling us about the various awards they’ve won recently? But business is about outcomes, not awards. I refer to this because I find...
7 Simple Steps to Win More New Business

7 Simple Steps to Win More New Business

by Bruce Cotterill | Apr 2, 2018 | Customer Experience, Leadership

Earlier this month I spent some time with a team of senior Sales Executives and their Sales Managers.  The purpose of the session was this:  they had been losing big ‘new business’ pitches, so we decided to review the business development process from brief to pitch. ...
5 Simple Tips to Improve the Retail Shopping Experience

5 Simple Tips to Improve the Retail Shopping Experience

by Bruce Cotterill | Jan 1, 2018 | Customer Experience

Recently we completed a home renovation project.  As part of the process, we decided to install a new Spa Pool.  I thought that buying a spa pool, or hot tub as some people call it, would be a straightforward process.  I had heard of an international manufacturer...
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  • Amid Covid 19, businesses must remind customers they exist
  • The graduates are alright – with some help
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