Customer Experience

Customers are at the heart of any business. Positive customer engagement can increase your business’ appeal and boost long-term customer satisfaction. Explore advice on how to take customer feedback and turn it in to constructive change to improve your business.

Customer Experience
Customer Experience
Omnichannel: The art and science of a cross-platform customer

With businesses operating in so many different channels—both on and offline—the challenge is how to give your customers the consistent and unified experience they expect.

Customer Experience
Customer Experience

What do shoppers want from online stores?

We asked two experts, VinoMofo CEO and co-founder Andre Eikmeier and Booktopia founder Tony Nash, what makes their customers click that magical ‘purchase’ button. Again and again and again.

Customer Experience
Customer Experience
Omnichannel: The art and science of a cross-platform customer

With businesses operating in so many different channels—both on and offline—the challenge is how to give your customers the consistent and unified experience they expect.

Customer Experience
Customer Experience
All I want for Christmas is... To do my Christmas shopping

Where has this year gone?

Customer Experience
Customer Experience
How to support customers 24x7 without working 24x7

Social media and internet marketing can help you reach customers in many places, 24 hours a day. Unfortunately small business owners can't work in many places, every hour of th...

Customer Experience
Customer Experience
How technology is enabling the artisan

Artisans the world over have discovered e-commerce, overcoming the disadvantage of small scale and remoteness from the market to help take their products to the world.

Customer Experience
Customer Experience
Beyond the 'like': Extracting value from social media data

Even smaller operations can mine social media data and use those insights to build a better business.

Customer Experience
Customer Experience
Small companies are bigger with video

Today, virtually anyone can shoot a decent video on a smartphone and upload it to social media, the company website, YouTube and any number of proprietary platforms.

Customer Experience
Customer Experience
Making the most of the IoT revolution

Businesses around Australia are looking at new ways of talking to customers and solving emerging business problems with data. We’re looking at more ways you can use this inform...

Customer Experience
Customer Experience
Is your business ready for marketing 2.0?

The Smarter Guide To Marketing 2.0 brings together some of the brightest marketing minds to help get your business on top.

Customer Experience
Customer Experience
The pros and cons of same day delivery

Some retailers are using same-day delivery to entice online shoppers and trump the competition. But is delivery within a few hours something that most retailers can realistical...

Customer Experience
Customer Experience
No-sweat social media

You don’t need to exhaust yourself being all over every variety of social media, just choose the channels where your customers are.

Customer Experience
Customer Experience
The Amazon factor

Digital futurist Jeffrey Cole shares insights from his research into e-commerce with Smarter editor Stuart Ridley.

Customer Experience
Customer Experience
Wheels of fortune

Bicycles Online started life in a backstreet garage and, on the strength of its great customer service and streamlined e-commerce processes, now turns over $5 million annually.

Customer Experience
Customer Experience
Direct mail 2.0: Making tech physical

Direct mail has been the faithful companion for marketers for aeons. And merging the digital with the physical is giving it a new lease on life.

Customer Experience
Customer Experience
Do your online marketing strategies need a health check?

Marketing is a fundamental ingredient in the recipe book for success in businesses. But as technology continues to create new ways of talking to your audience, we look at what ...

Customer Experience
Customer Experience
Instagram advertising 101

As a social platform, Instagram has been celebrating an explosion of attention in Australia – and businesses are the latest to benefit.

Customer Experience
Customer Experience
Why your smartphone is a customer service weapon

Shaun McInerney of Fresh Fellas says his best tool for customer service is right there in his pocket – his Telstra smartphone.

Customer Experience
Customer Experience
Customer reasons for adopting Neto

Taking the first steps into the world of eCommerce can sometimes seem like a daunting process. For a couple of businesses that attended the Neto eCommerce bootcamp last year, t...

Customer Experience
Customer Experience
Are the words on your website costing you customers?

To better understand if your website copy is effectively communicating, it’s worthwhile to consider what is going through the mind of the prospective customers who are reading ...

Customer Experience
Customer Experience
Marketing tools for culturally diverse customers

Marketing to a culturally diverse audience can be tricky. Even if your customers are based in Australia, its size and multiculturalism mean careful consideration of your audien...

Customer Experience
Customer Experience
Paul Greenberg: The future of online retailing

Selling online is now a firm component within most businesses’ digital strategy. We speak to the founder of Australia’s National Online Retailers Association for his thoughts o...

Customer Experience
Customer Experience
eCommerce tips from Aussie business

Looking to launch an online retail offering? We spoke to four Aussie online stars for their stories, secrets and eCommerce lessons learned in setting up.

Customer Experience
Customer Experience
Snare last-minute Christmas sales

What is Webrooming and how you can take advantage of this shopping trend? Webrooming is the sibling of showrooming, which is the practice of using stores to compare produc...

Customer Experience
Customer Experience
How one strategy can add thousands to your database

Regardless of the type of business you have, or product or service you sell, there is massive untapped potential in email marketing and the automation of your campaigns.

Customer Experience
Customer Experience
5 easy secrets to customer loyalty

For many small businesses, building loyalty involves discounts, freebies and other promotions that eat into the bottom line. But there are better ways, that encourage true loya...

Customer Experience
Customer Experience
4 email subject line tricks to increase your open rate

With email, there’s a fine line between ‘read’ and ‘delete’. How can you make sure you’re getting cut-through?

Customer Experience
Customer Experience
Building the everyman's brand: Marketing the spring racing carnival

Over more than 150 years, the Victoria Racing Club has built a brand that’s gone global and appeals to Aussies from vastly different social strata. We speak to CEO Simon Love a...

Customer Experience
Customer Experience
Customisation, conversation and manufacturing

Mass production as a competitive advantage is no longer enough. To meet customer expectations, manufacturers need to turn to mass customisation.

Customer Experience
Customer Experience
Media relations 101: Getting your business out there

Marketing can be an expensive exercise, but knowing what the media is after can go a long way towards getting your name out in the local community.

Customer Experience
Customer Experience
Tech the new customer charmer?

Keeping customers and clients can be difficult. But adding a little tech into the equation can help keep people coming back for more.

Customer Experience
Customer Experience
Two indispensable tools to help you seal the deal

Looking for something to help you land the next big deal? Jeff Haden explores the tech that can help you get the (digital) ink on the page.

Customer Experience
Customer Experience
Turning online relationships into customers

Everyone likes dealing with their friends. But can a social relationship between business and consumer benefit the bottom line?

Customer Experience
Customer Experience
Local area marketing: Big ideas for small business

Sometimes the best way to market your business isn’t to go big, and a focus closer to home is more valuable.

Customer Experience
Customer Experience
Why nurturing relationships can make the difference

Every interaction with a customer needs to add value to the relationship.

Customer Experience
Customer Experience
Next generation payment systems

How can you transform your retail business overnight? Start by encouraging your staff to step out from behind the counter - and support a greater focus on the customer with new...

Customer Experience
Customer Experience
Omni-channel shopping comes of age

A new report from Telstra, The Personal Supply Chain shows that retail is changing, with omni-channel shopping at the heart of the new paradigm.

Customer Experience
Customer Experience
Design online: Making big branding affordable

You don’t need a million dollar budget to get the best logo. Start-ups and small businesses now have access to world-class designers thanks to dedicated online marketplaces.

Customer Experience
Customer Experience
The importance of authenticity

Marketing and advertising are crucial when building a brand. However, there’s another piece of the jigsaw that’s often overlooked: authenticity. Here’s why, as a business owner...

Customer Experience
Customer Experience
Facebook advertising 101: What you need to know

Small businesses are spoilt for choice when it comes to advertising. But with more users than the other major social networks, Facebook holds many opportunities for business.

Customer Experience
Customer Experience
Why being online isn't enough

Retail and customer service is dramatically changing, but a world where the online experience is also offline is becoming increasingly important.

Customer Experience
Customer Experience
5 ways to improve customer service

Customer service is the cornerstone of a booming business, but delivering on your promises can be more difficult than you think. Jeff Haden looks at how you keep your customers...

Customer Experience
Customer Experience
Want loyal customers? Quality makes all the difference

Quality isn’t an optional extra any more. It’s the status quo. Jeff Haden looks at why quality breeds loyalty. And loyalty delivers on the bottom line.

Customer Experience
Customer Experience
Making change: Why crowdfunding is good for business

When you set yourself a fundraising target, there are many ways to raise the capital. And today, more and more people are turning to crowdfunding to help them reach their goals...

Customer Experience
Customer Experience
Making the most of social: Q&A

Telstra brought experts together to discuss how businesses could make the most of their social media. Smarter has the highlights from the session.

Customer Experience
Customer Experience
The psychology of sales

In a world where first impressions take just milliseconds to form, we look at the psychology of selling and spill the secrets to sale success.

Customer Experience
Customer Experience
Growth hacking: 3 Australian companies doing it right

The internet and the online business world are ablaze with growth hacking. It’s a startup movement that uses data as a backbone to creatively fuel customer conversion, retentio...

Customer Experience
Customer Experience
Next gen retail: How mobile devices are changing bricks and mortar stores

Next time you walk into a department store, electronics chain or even your local pizzeria and ask one of the Retail assistants a question, there’s a chance they will consult th...

Customer Experience
Customer Experience
Becoming social: Which platforms should you invest in?

Social media can be one of the most effective places to market your business, but with so many different sites out there, how can you know where to start?

Customer Experience
Customer Experience
3 things your business can get out of LinkedIn

LinkedIn is more than a glorified Rolodex. It’s not just another site for job seekers and recruiters. And while it falls under a social media platform, like Facebook, or Twitte...

Customer Experience
Customer Experience
Creating a consistent multi-channel customer experience

Multi-channel customer experience sounds like something big companies worry about. But with social media, websites and marketing collateral, small businesses need to present a ...

Customer Experience
Customer Experience
SEO 101: 5 things you can do today to grow your online presence

For many, SEO can seem like a foreign concept, better left to tech brands. But there are very real benefits to having a smart site, and very easy ways to go about it.

Customer Experience
Customer Experience
Growth hacking and the business benefits

It might seem like the internet’s new buzzword, but growth hacking is serious business. And it’s changing the way smart companies think about acquiring and retaining new custom...

Customer Experience
Customer Experience
Personal branding: Showing value vs. showing off

Personal branding can help you build your business, create engagement with customers and give insights into your values. So why do so many businesses shy away?

Customer Experience
Customer Experience
Customers come first

Improving your online customer experience doesn’t have to be expensive, explains Harry Lowes.

Customer Experience
Customer Experience
The waiting game: Keep your customers entertained

From the first moment you place your customers on hold, make them queue for service or keep them waiting for a reply, you redefine your importance to them. Want to keep their l...

Customer Experience
Customer Experience
Breakfast with Tiffany: GRiP

Find out how generosity, responsiveness and proximity can boost customer engagement.

Customer Experience
Customer Experience
Convert competition entrants into new customers

Your competition has just ended and you’ve been able to add hundreds of names to your database. Your next challenge is to tempt them to look at your offerings and make a purcha...

Customer Experience
Customer Experience
The customer is key. Why research beats gut feel

A recent Gartner Report on the rise of customer experience found that 65 per cent of companies surveyed had a dedicated Customer Experience Officer in their senior team.

Customer Experience
Customer Experience
When is DRTV right for your small business?

Direct response TV has come a long way since those yell and sell spots we remember from years gone by.

Customer Experience
Customer Experience
How Realestate.com.au dominates with content

Of all the online marketing strategies out there, few compare to the longevity and effectiveness of content marketing. And REA Group is a prime example of content done well.

Customer Experience
Customer Experience
Feet through the door: Driving foot traffic into your business

Bricks and mortar stores are waging a battle against the rising number of online sales. So how do you drive foot traffic?

Customer Experience
Customer Experience
Google's guide to marketing your small business Part 2

In the second part of our series, Google Australia and New Zealand’s Head of Small and Medium Business Marketing talks about search engine marketing, analytics and the future o...

Customer Experience
Customer Experience
Google's guide to marketing your small business Part 1

In a two-part series, we talk to Google Australia and New Zealand’s Head of Small and Medium Business Marketing on how businesses can market themselves online.

Customer Experience
Customer Experience
3 apps to improve customer relationships

Discover how to take advantage of technology to nail your client meetings and make the most of sales opportunities.

Customer Experience
Customer Experience
Customer loyalty tips: What not to do

We all want the best products and a high level of service. If these expectations aren’t met, don’t expect to see a customer again. Here are four behaviours that will make you l...

Customer Experience
Customer Experience
Aussie businesses need to be more social savvy

Global companies are moving beyond seeing ‘social’ as media and are engaging social tools into everyday marketing messages. Where does Australia rate with this trend?

Customer Experience
Customer Experience
Why customer experience is the new frontier

Finding – and keeping – your competitive edge as a business is a tricky affair. If you build a business solely on price, you’re lending yourself to diminished customer loyalty....

Customer Experience
Customer Experience
Increase your NPS, improve your customer care

The old saying: If you please a customer they’ll tell one person, but a bad experience and they’ll tell seven. Here’s how to flip those figures and get the good rap ‘brand amba...

Customer Experience
Customer Experience
Sending orders from stores is not so ship shape

It is widely believed to be obvious that e-commerce fulfilment from the bricks-and-mortar store is a good thing. But is the model as efficient as we think?

Customer Experience
Customer Experience
How to use social media to engage customers

When you engage your customers via social media, you’re speaking to them while they’re immersed in their lives, sometimes in places as intimate as their bedroom. Here’s how to ...

Customer Experience
Customer Experience
Is the sun setting on shop sales staff?

Investments in technology are essential – but don’t believe it will make the humble sales assistant an artifact of history.

Customer Experience
Customer Experience
How far should you push your marketing?

‘Push’ marketing has some converts among shoppers – but there are still plenty of doubters. When it comes to 'push' marketing by brands and Retailers, less is usually more...

Customer Experience
Customer Experience
Facebook at work launches

Whispers that the social media giant was working on a new product aimed at businesses were first heard six months ago. With the pilot program now available, find out why compan...

Customer Experience
Customer Experience
Building better relationships: Managing client expectations on and off-site

Why settle for a good relationship when you can have a great relationship? Be the best in your trade, build rapport and let the power of word-of-mouth see your business soar.

Customer Experience
Customer Experience
5 Steps to long-term customer loyalty

Make sure customers come back. Find out how to build a bridge from individual transactions to long lasting customer relationships.

Customer Experience
Customer Experience
The business benefits of arts sponsorship

If you could make one investment that had these three outcomes – motivate and inspire staff, spread the word to new networks about your brand and stimulate creativity within th...

Customer Experience
Customer Experience
The five steps to social selling that really matter

Social selling is fast becoming a mandatory program for any business. But without the right framework, will your social sales strategy sink or swim?

Customer Experience
Customer Experience
Books are the new business card

It’s time for the business card to step aside. The book you’ve penned about your business is now the best way to generate business leads and let people know you’re the expert.

Customer Experience
Customer Experience
Why now is the right time for Aussie online retailers to expand overseas

Don’t be fooled by the recent moderation in spending growth by Australians on merchandise from overseas-based e-Retail sites. Global cross-border e commerce is vibrant and pros...

Customer Experience
Customer Experience
Is your customer experience worth talking about?

In many ways the internet has helped customers and business owners alike get to know each other more, but are they getting along better? Smarter spoke with Intel anthropologist...

Customer Experience
Customer Experience
Turning social media friends into successful marketing campaigns

Can small business rely on social media to drive a promotional campaign?

Customer Experience
Customer Experience
4 simple ways to keep customers happy

Follow these cardinal rules of customer service and watch your client base grow.

Customer Experience
Customer Experience
How to wow clients during spring racing carnival

Is there anything more exciting than being trackside at a big horseracing carnival? The betting thrills, the people watching and of course the magnificent horses make the races...

Customer Experience
Customer Experience
e-Commerce is alive and well... And living in a shop

It’s a mixed up muddled up world as online retailers open stores. Find out what this trend means for you.

Customer Experience
Customer Experience
What makes an engaging App?

All of the best recreational, educational, and training apps are designed to keep users interested. Here’s how you can build an app that conquers boredom.

Customer Experience
Customer Experience
Make customer surveys work for you

How to extract the feedback you need to grow your business.

Customer Experience
Customer Experience
There's a problem with this Super Collider

Can technology save the shopping centre and provide a well-oiled experience for customers?

Customer Experience
Customer Experience
The Iconic part 2: The importance of mobile commerce

Why online Retailers need a m-commerce strategy. Part 2 of our interview with Adam Jacobs from The Iconic.

Customer Experience
Customer Experience
The Iconic part 1: How to build an iconic brand

Retail analyst Michael Baker talks to Adam Jacobs, co-founder and managing director of The Iconic, about starting the leading fashion Retailer.

Customer Experience
Customer Experience
The Iconic part 3: How to make returns easier

Adam Jacobs, co-founder and managing director of The Iconic, discusses ways to make e commerce returns simpler for customers.

Customer Experience
Customer Experience
This online training course promises to bring trailing online Australian businesses up to speed

More than half of Australian small businesses are trailing their competitors in the online sphere. Smarter takes a look at a new course that promises to make it easier.

Customer Experience
Customer Experience
5 ways to use Instagram's new app

Facebook’s visuals-based social media network Instagram has launched its own standalone video app. Here's how to get the most out of it for your business.

Customer Experience
Customer Experience
Tips to save your business from getting a bad reputation

Murky waters exist in every industry, but some get a worse rap than others. Here’s how you can throw your business a lifeline and prove to your customers you're worth their tru...

Customer Experience
Customer Experience
Little Big Company says let's partay

Little Big Company is an uncompromisingly internet dependent business using efficient communications to manage customer orders.

Customer Experience
Customer Experience
Australia's first buyer driven marketplace

Online shoppers are set for a new experience with the launch of the online marketplace Alphatise, where buyers get behind the wheel of the consumer wagon. We chat to Ben Nowlan...

Customer Experience
Customer Experience
The new marketing: Are we spamming yet?

The mobile phone is our constant companion, so is it the perfect device to deliver advertising?

Customer Experience
Customer Experience
War stories: The toy wonder

Deborah Latouf decided her children came first and started Entropy. Deborah Latouf, former sports scientist, started Entropy in 2007 when she decided that her children cam...

Customer Experience
Customer Experience
The future of online eyewear

Melding together elements from the fashion and health industries, could this e commerce business model revolutionise the world of optometry?

Customer Experience
Customer Experience
4 ways you can have an online presence on the go

Stay connected and use the most of the tools and technology available to business owners.

Customer Experience
Customer Experience
Retail store vs. warehouse: The best way to ship

To what degree should a store be used to fulfil e commerce orders?

Customer Experience
Customer Experience
Low cost, big return: Make your marketing work for you

For many businesses, the last quarter of the financial year is make-or-break time. If your revenue projections peak towards the busy Christmas or summer season, now's the time ...

Customer Experience
Customer Experience
Online ordering: Ways around difficult deliveries

Difficult deliveries for online orders is holding back e commerce in Australia.

Customer Experience
Customer Experience
How to build customer relationships

Local businesses possess all the tools of building customer relationships that the big brands use.

Customer Experience
Customer Experience
What a personalised retail experience means for consumers

Can your bricks-and-mortar store compete with e commerce tactics and still retain customers?

Customer Experience
Customer Experience
3 new features of Facebook's pages redesign

Facebook's business pages received new features and new ways of finding and using the tools you need.

Customer Experience
Customer Experience
Click bait: How to use Facebook to increase engagement and boost sales

Avoid mistakes, focus on mobile and learn the tricks of the trade from Stephen Scheeler, Head of e commerce, Retail, Automotive and QSR of Facebook ANZ.

Customer Experience
Customer Experience
The online industries set to boom

New research looks into e commerce industry trends to reveal the industry sectors on the rise.

Customer Experience
Customer Experience
Top tips for free media exposure for your business

Ever wondered how business owners get the opportunity to provide expert comment in print or digital articles? Read on for tips on becoming a journalist’s source.

Customer Experience
Customer Experience
7 sure-fire ways to irritate your customers with click-bait

There's a formula to the catchy headline of the moment, but that's exactly what it is - of the moment. Here's what to stop or avoid doing in your social media posts and marketi...

Customer Experience
Customer Experience
Everywhere a sign: What signals is your business giving out?

Businesses don't just thrive on the quality of their products or services. It is crucial that every aspect of your brand is sending out the right signs, as Rowan Dean explains.

Customer Experience
Customer Experience
Could a digital marketing agency help you?

One of the issues that most small businesses face when it comes to digital marketing is the money-time conundrum. When running all the aspects of a business is already more tha...

Customer Experience
Customer Experience
Sherbet Birdie's top social media tips

Tiffany Loh explores how glamour portrait company Sherbet Birdie gets the best out of social media.

Customer Experience
Customer Experience
Get the best out of social media for your business

Social media can be a mystery, but there are simple ways to get the best out of social media for your business.

Customer Experience
Customer Experience
White noise: How a report can attract new customers

Increasingly professional service firms are using the ‘free report’ or ‘white paper’ as a marketing strategy, and here's why.

Customer Experience
Customer Experience
3 ways to brand yourself

You don't have to pretend to be someone or something you're not for your business to get publicity.

Customer Experience
Customer Experience
6 simple ideas to boost your social media presence

These easy steps can help you build your following without a huge marketing spend. Social media is now an integral part of marketing and advertising plans, but some small ...

Customer Experience
Customer Experience
5 ways to fix your online checkout experience

Aussie businesses can revitalise their customer checkout experience by making some simple changes.

Customer Experience
Customer Experience
How to inspire customer loyalty

A customer loyalty program is much more than a card-based reward system - it's a way to create brand fanatics.

Customer Experience
Customer Experience
How to create a hit radio advertisement

A captive (car bound) audience and a reach of millions across many demographics – but is radio in reach of a small business budget?

Customer Experience
Customer Experience
The importance of brand value

Sometimes it comes down to having the right vibe to persuade people to spend their money with you – and that’s regardless of price, says Rowan Dean.

Customer Experience
Customer Experience
Does your brand tell a story?

Delizia’s gelato was a trade secret among Brisbane’s top restaurants until the family business started sharing its history with the general public in a major brand redesign. It...

Customer Experience
Customer Experience
How Wild Olives revitalised their online business presence

Steven Curtotti’s Wild Olives Italian restaurant is growing in popularity, thanks to its loyal customers and a Sensis digital marketing makeover.

Customer Experience
Customer Experience
4 ways to optimise your Facebook page for graph search

Facebook's graph search functionality has now launched, here's how to help customers discover your business when using it.

Customer Experience
Customer Experience
DOT: Catching every call

These healthcare equipment providers use the Telstra DOT (Digital Office Technology)™ package to serve their clients better.