Business News

Mon Feb 11

Consumers have had enough

Written by Justin Herald

Recently we have heard Ken Henry NAB Chairman state that “it could take 10 years” to change the Culture of the NAB to be one that is more customer focused. But if you go into one of the branches, the staff are more interested in sending you to the machine in the wall instead of being behind a counter to serve.

Then you look at both of the Major Department stores citing online shopping as a major factor as to why there is a drop in sales. Try finding an employee in either of these Department Stores to help you. Then if you do, they will tell you that they “don’t work in this department’ and once again, you set off to hunt the elusive staff member.

What these companies, and many other businesses are missing, is that the customer is over being handed substandard experiences.

Consumers are shouting out for proper service, you know the type that is deliberate and meaningful? However, more and more businesses are placing methods that now directly avoid that.

Look at fast food companies that want you to punch in your order into a machine instead of talking to a young person behind the counter. Or supermarkets that will close all but two registers only to place staff in the area of the self-checkout to make sure the 20 odd people lining up don’t steal anything.

It has all gone backwards.

Consumers want connection, they want conversation and they want engagement. The problem is (and this is worse now than ever before) there is no training at all for any of the staff!

So how are they supposed to know what consumers are looking for with regards to experience if there is no training to tell them?

A recent statistic released by the Australian Bureau of Statistics stated that “Around 3.8 million (21.5%) Australians aged 15-74 years participated in work-related training in 2016-17. This was a decrease from 2013 (26.9%) and 2005 (35.9%)”.

So it is easy to see why the problem exists.

Why will 2019 be the year of the customer? Because every day more and more consumers are getting fed up with lacklustre and bland treatment and experiences.

Customer Culture Website

Fri Feb 8

Peppers cuddle up to the Noosa Koala Habitat Recovery

Written by Nyarai Chapingidza

Peppers Noosa Resort & Villas has strengthened its ongoing partnership with Noosa & District Landcare Group (NDLG) by extending its arms to support Noosa’s cuddliest residents through a unique fundraising initiative for the Noosa Koala Habitat Recovery Project.

During the past two years, Peppers Noosa Resort & Villas has donated more than $30,000 to the NDLG to plant trees and encourage natural diversity.

This year, Peppers Noosa Resort & Villas will donate two dollars for every day conference delegate to the Noosa Koala Habitat Recovery Project, with the goal of raising $15,000 in 2019.

Peppers Noosa Resort & Villas General Manager, Fabrice Grau, said he is delighted the resort can extend its support to the local landcare group and channel its efforts to assist in preserving the natural habitat of Australia’s national treasure.

"It is crucial we look for ways to protect the land that koalas live and plan for the future to ensure these cuddly animals are protected for generations to come,” said Mr Grau.

"The work being conducted by the Noosa Koala Habitat Recovery Project will serve as a stepping stone to promote awareness of this issue and encourage more people to get behind the movement.”

Noosa & District Landcare Group General Manager, Phil Moran, said his team are appreciative of the continued support from Peppers Noosa Resort & Villas and look forward to working together on this new project.

"Peppers will directly support the planting of more than 2,400 mainly koala trees over six hectares, which will help provide more natural habitat for koalas," said Mr Moran.

"Once rehabilitated the area will be allocated as a National Park under the Nature Conservation Act 1992 with protection and management secured into the future.”

For more information on Peppers Noosa Resort & Villas’ conference offering, visit: https://www.peppers.com.au/noosa/conferences/

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