INTHEBLACK > In the trenches Service is one of those funny things. Some companies care a lot about it and others don’t. But as far as the customer is concerned it can make or break a relationship. Nowhere is there a more concentrated microcosm of the good and the bad of customer service than the [...]

IN THE BLACK: In the trenches Cool customers: the growing Chinese consumer goods market may give us the greatest lessons about understanding the customer. By Ed Charles Knowing your customer is essential to the success of any business enterprise. China is the market that many multinationals are concentrating on. So how does one begin to [...]

IN THE BLACK Are you a knowledge worker or a pen pusher? The likelihood is that you are the former, which means you are about ideas and -collaboration. In that case, the expressions ‘social media’, ‘Web 2.0′, or more importantly, ‘Enterprise 2.0′, should be in your vocabulary, even if you don’t have a profile on [...]

INTHEBLACK – In the trenches Over a thousand years ago whisky was born in Asia. Only now is it experiencing a rebirth. By Edward Charles. Chinese youths are increasingly turning away from the nation’s traditional potent spirits, known as baijiu, in favour of whisky as their alcohol of choice. In the bars and discos in [...]

From In The Black – May 2007:? You know that coffee is a big and profitable business when the drinks and snackfood giant, Coca-Cola Amatil, turns its attention to it. Two years ago it bought Grinders Coffee, whose founder Giancarlo Giusti is one of Australia’s coffee pioneers. Grinders was founded in 1962, when coffee in [...]

Here’s the problem: Australia is very good at digging stuff out of the ground, and it’s very good at planting loads of stuff in the ground and growing it. What the country isn’t so good at is making high-value products – whether they be minerals or food staples – out of those raw materials. According [...]

Big 4 firms have traditionally aimed high. But now that they’re turning their attention to the middle market, just where does that leave mid-tier firms? Something’s in the air. First Big 4 firm Deloitte swooped on the Melbourne office of mid-tier firm BDO. Not long after it scooped up the Sydney business of Horwarths, also a [...]

‘Come into my office.’ Now there’s an expression to make everyone’s pulse quicken. Even if your boss is a good sort, you are likely to become all defensive. ‘What have I done wrong?’ you ask yourself. In fact the adrenaline in your system has kicked in because you have become conditioned to act that way. [...]

From IN THE BLACK May 06 Wherever you are in Australia houses are bloody expensive and have been for some time. State and federal governments have debated the issue and there has even been a Productivity Commission report. According to the Demographia International Housing Survey (using September figures) Sydney is the seventh most expensive city [...]

From IN THE BLACK April06 The big debate on property is whether to rent or buy. When property values and rents are falling the market favours the renters. But when the market is in an upswing – as it is now – owning a property can shield against rent rises, an attractive option for small [...]