It’s not enough for a business to offer customer service – it should be customer-centric from the top down. BARRY URQUHART explores how corporate culture must evolve to put customer-service skills first. Read more »

It’s the oldest trick in the book – retailers who lower their prices will increase their sales. The concept seems simple enough, but BARRY URQUHART questions whether it works, and if it’s really worth it. Read more »

In an age of instant communication, impersonal communications fail to impress consumers – instead, business owners must grab and hold shoppers’ attention, writes BARRY URQUHART. Read more »

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The emergence of global mega-retailers on the Australian market doesn’t have to spell doom for traditional retailers. BARRY URQUHART discusses the importance of building a service culture. Read more »

Traditional customer service has given way to the pursuit of an overall customer experience. The winners of customer loyalty will be businesses that provide the ambiance its customers seek. Barry Urquhart reports. Read more »

Most small businesses might believe they offer great service but customers often disagree. Barry Urquhart says this is because stores fail to build relationships, which is costing them repeat sales. Read more »

Countervailing forces create tension, and tension establishes the dynamics of change, for better or worse, according to Barry Urquhart who says avoiding the status quo can lead to an increase in revenue. Read more »

Don't complain about a lack of customer loyalty, says Barry Urqhart. It is a reflection of communications that lack emotion, positioning, brand imaging and consumer education. Read more »

Confusing value with price can be a costly mistake for retailers. BARRY URQUART offers some valuable advice on the difference between the two. Read more »

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