Customer Management

Good customer relations are the foundations of good business. After all, happy customers are more likely to be profitable ones. Discover tips and useful tech tools to build a solid relationship management strategy to support your growing business.

Woman working in store
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...

A close up of a hand pressed to a screen showing a graph
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...

Woman working in store
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...

A close up of a hand pressed to a screen showing a graph
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...

Shaun McInerney at work
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.

Woman swiping card
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...

A warehouse worker uses his phone
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.

Man sitting down using tablet
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.

a hand types on a tablet word document
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.

Man standing in one end of a can on string
Customer Experience
Customer Experience
Why nurturing relationships can make the difference

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

A worker uses an Albert terminal on his worksite
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...

A stylish man walking along the street
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...

Kent and Lime's office
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.

woman receiving card from the buyer
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...

people queuing in line at a coffee store
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.

A man in a cafe places jar of biscuits on table
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.

Women in store using smartphone
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...

Businesswoman using tablet device in workplace
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 ...

Butler holding computer with emoticons on screen
Customer Experience
Customer Experience
Customers come first

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

Man looking at watch
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...

arms being raised in the air by crowd of people
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...

woman on laptop and mobile
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.

Feet crossing road
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?

CRM graphic
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 Loyalty graphic
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...

woman holding cat whilst being advised on food by veterinarian
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...

Urban Escape owner Craig Withers
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....

Women shopping for shoes
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.

People looking at plan on desk
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.

Woman passing over groceries to customer
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.

Collage of communications from various eras
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 principles graphic
Customer Experience
Customer Experience
4 simple ways to keep customers happy

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

feedback cartoon
Customer Experience
Customer Experience
Make customer surveys work for you

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

Super Collider in the snow
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?

shady silhouette men shaking hands
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...

cardboard boxes
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?

coloured circles with silhouettes of people icons
Customer Experience
Customer Experience
How to build customer relationships

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

computer mouse
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...

cartoon man in dress shop
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.

two nurses near health equipment
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.