Month: December 2016

How well do you know your business? Have you ever conducted a SWOT analysis? So many of us are so busy working in our business, there’s no time to work on it.

Businesses require constant evaluation. We need to put ourselves in the mindset of ongoing start-up. Something that was working last year might not be as strong for us this year. The same will happen next year.

You need to be constant learners – in your business, your competitors, your industry and cross-industry to ride the next wave.


What is your customer philosophy?

Ask yourself the following questions:

  • What processes and tactics do you use when your guest makes a booking, to really understand their needs?
  • How do you make suggestions to guests so they can experience the best of the region and immerse themselves, before arriving – to help plan their activity once in the region?
  • What questions do you ask so you can provide an experience or make helpful suggestions?
  • Do you ask guests before they arrive, if they are interested in being kept up to date with relevant events or experiences – so they can plan ahead. 

If yeshow do you communicate with guests in advance, and do you ask them how they’d like to be kept up to date with relevant offerings in the region?

Explain how you welcome people, to ensure they feel at ease and gain a positive impression of you and your local region?

Describe your brand personality and the characteristics associated with it. What are the best traits and characteristics associated with your business and how do you express these within customer interaction?

Make customer service a focus. Don’t just aim for good service. You want them to actually remember the experience, for all the right reasons – so that they can’t resist choosing you again. 

What structures are in place to deliver an outstanding service experience, consistently? How do you delight your customers? What about your people? Do you have ongoing training and development in place? 

Connecting with them, post-visit, is just as important as attracting them initially. Think about what you can do to show your gratitude. It is the unexpected add-ons that will make your company stand out.

With your customers, do what works for you. Continuously discover new ways of adding value and serving them.

At Kiikstart, we’re dedicated to helping people have more choice, influence and control about how they live, work and learn. If you’d like to hear more about what we do, contact us today on 0428 593 400 or

We need to start looking at innovation in a different light. It’s important to look at other industries to identify great opportunities of how they’ve innovated.

When doing your exploring, they should be in a totally unrelated field. Look at their processes, follow-ups, questions, how they involve customers, people involved, a product offering… the list is literally endless. It can be anything as small as how they answer the phone, all the way through to the strategies used to launch a major product. 

Think of it as the all-seeing eye

The world is your oyster, and it’s important to embrace all opportunities. As you’re reflecting on what you’re currently doing to evolve the current service experience, it’s vital to identify great examples from other industries that you connect with.

You’ll uncover goodies like these approaches:

  • Present yourself at events or conferences – where your competitors would not consider
  • Take an interesting angle or story to share with other people that can help promote your business and how it operates
  • New processes on guaranteeing the quality of your product or service, after it’s delivery
  • New ways to respond to customer complaints, inspired by other industries
  • Strategies to maintain a relationship and provide knowledge, expertise and insight that stakeholders would find valuable.

To be creative and challenge the norm you need to look beyond your own space and sector – otherwise it is the blind leading the blind. There are literally so many ways you can innovate. But first, it’s important to understand that innovation doesn’t have to be some big, light bulb idea. 

Innovators are good at associating. They make connections between seemingly unrelated problems and ideas and synthesise new ideas. Be an observer. Be curious. Be open to questioning how things are done.

We’ve got some homework for you. Consider an innovative experience you’ve had recently, as a customer. Ask yourself these three questions:

  • What was it about this experience that had such a positive impact on you?
  • How would you be able to take the most valuable elements of this experience and make it relevant to your own business?
  • What key actions would you need to begin to make these changes a reality?


Taking an entrepreneurial mindset and a willingness to change past approaches and evolve them is key.

Are your products really addressing their current needs? And what about your people? Do they have the skills and openness to drive real change?

At Kiikstart, we’re dedicated to helping people have more choice, influence and control about how they live, work and learn. If you’d like to hear more about what we do, contact us today on 0428 593 400 or

Innovation is more than just an app. We know this from last time, exploring customer service and the new wave of how we collaborate and communicate.

It’s not what you do that’s valued by customers but how you do it. What we mean by this is it’s less about what you’re offering, but rather the delivery of your product or service.

Let’s start by defining what innovation is and the various elements that shape how a business delivers innovation – to both its stakeholders and customers.


Move over Zuckenberg & Branson…

First, let’s get something straight. Innovation doesn’t have to be some big, bold new invention.

Innovation can be about product and service (the what) but more importantly it is about the style and manner in which the consumer interacts with the product, team, brand and overall communications.

True innovation can be, and is, found in the how of what it means to be entrepreneurial.

Innovation looks different to every business. Here are a few examples:

  • Greater choice in how your product or service can be accessed. Think about where you do business – how accessible is it for stakeholders and the end user to actually do business with you. 
  • The style and manner in which you communicate with potential stakeholders – innovation can mean changing the environment in which you do business to create a different perception.
  • It can mean evolving the type of communications and messages you use to gain investment and buy in.
  • Providing customers with the option to hand make their own product or service – if possible.
  • Changes in product ingredients or equipment to keep ahead of the crowd.
  • Type of written and verbal communication used to make a connection with the consumer. Not simply relying on IT, social media and mass mailouts.
  • It may have to do with minimising waste – recycling product or re-using in a way that has not been done before in the market. 


Often businesses and especially start ups are focusing so much on the product/service and getting this to market, that they fail to give attention to the story and how they’re going to sell the product.

So, innovation could simply mean creativity in the process of service delivery. Next time, we’re talking about looking beyond your own industry for inspiration.  

Remember, customer service is so much more than service with a smile. It’s about the entire experience.

At Kiikstart, we’re dedicated to helping people have more choice, influence and control about how they live, work and learn. If you’d like to hear more about what we do, contact us today on 0428 593 400 or