The customer loyalty myth
This behaviour is not only counter intuitive it goes against the old 80:20 marketing rule – spend 80 percent of your marketing...
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Opinion
146 Articles
Mentor a Guide for Tourism Business
Ryan Kelly, owner of guiding company Southern Wilderness, is optimistic about the future of his business, despite the recent dip in...
Stable and Sustainable? I think Not
On April 17th the NBR commented on the just released OECD report and some of the harsh facts that it includes. We’re in...
‘The Consequence–Free Society’?
Regular readers of this column will be familiar with a central theme I repeatedly mention; the benign business environment from an...
Half full or half empty?
I am not one for astrology or predictions, especially when it comes to the economic outlook, other than to say I have learned that...
The case of the missing origami cranes?
Good communication with staff is fundamental to achieving the obligations of good faith which underpins the Employment Relations Act...
Is marketing all about campaigns?
Marketing is not all about campaigns. That is only a tiny bit of what constitutes the Marketing concept and it is...
Those ‘Unplanned Marketing Messages’
spend a lot of time driving on Auckland’s Northern Motorway and I’m increasingly struck by the volume of ‘Unplanned...
Tell them once, tell them twice?
Managers who deliberately repeat themselves are more effective at getting things done, according to research by Professors Tsedal Neeley of...
Do your customers 
trust you?
An Annual Monitor (Edelman PR’s “Trust Barometer”) conducted each year in the US reports that fewer than half of...
Enhancing employer rights with an employment agreement
Are employment agreements all just about paperwork? No, definitely not; they define the rights of both parties to the employment...
Is franchising good news or bad for small business?
In last month’s column I referred to the statistic that, with around one franchised outlet per 215 people, New Zealand is the...
A look through the LTC regime
On 15 October the Government released the much anticipated legislation in relation to the treatment of Qualifying Companies...
Does Business Give a Damn.
First, a warning and an apology. This is a rant.You would think, wouldn’t you, that as businesses struggle to cope with,...
Customer Service: an outdated concept.
When was the last time you had a truly satisfying, rewarding, enjoyable and, above all, successful customer service experience?Bet...
Business: what’s the point?
Is there a point to business? A purpose?If we were to conduct a street poll, what would people say in response to that question?I am...
What’s the last thing new franchisors need?
If you are going to franchise your business, domestically or internationally, the last thing you want is a...
Employment law changes benefit employers?
Since April 1 a number of changes to employment laws have come into force. These changes are essentially to the Employment Relations...
7 secrets of fabulous businesses
I am often asked what characterises a successful business versus an unsuccessful one. Despite the plethora of books on the...
Is Australia too franchised?
An article in the Sydney Morning Herald a couple of months ago posed the question, ‘Is Australia too...
Don’t drop the ball on poor performance
Performance management is an essential aspect of managing employees in the best of times. However, it is even more important now...
The need to name and shame.
Late last year, the Commerce Commission publicised its involvement in the conviction of two South Island men for misrepresentation...
Lies, incompetence and customer service.
Everyone gets the basic concept and premise of "Marketing" don’t they? Sure they do. You hire a marketing...
5 Major Myths for intending Franchisors?
If you’ve ever talked about franchising your business, you’ll soon find yourself having conversations with people who...
Don’t worry, everything is fine
Marketing isn’t broken. It isn’t a gazillion times more complicated than this time last year. It hasn’t turned...
How to Turn Unhappy Customers into Raving Fans
The New Zealand manager of a large international company recently told his salespeople about a meeting he and his team...