Wednesday, September 19, 2012

Interest rates - To Fix or Not to Fix – that is the Question!


Interest rates have been dominating the headlines since the GFC (Global Financial Crisis), but did you know that the latest hot topic is fixed rates? The reason is that there has been a bit of a price war going on between the lenders in the fixed rate market for the last few months and whilst some lenders have recently increased their fixed rates, others have reduced them.

Whilst most competitive variable rate products are currently between 5.80% and 6.00%, some lenders are offering 2 and 3 year fixed rates from as little as 5.59%. So now is an excellent time to consider changing your loan provider or even re-structuring your loan with your existing lender to take advantage of these rates.

Benefits of a fixed rate include:

  • Certainty of monthly repayments - you don’t have to worry about whether the RBA increases or decreases the cash rate and more importantly; you don’t have to worry about what YOUR lender decides to do with their variable rates
  • Allows for precise budgeting (especially if you are on a tight budget)
  • Currently some fixed rates are lower than most variable rates


The Disadvantages of a fixed rate:

  • Reduced flexibility - Additional repayments are limited and redraw is generally not available during the fixed term

Terminating a loan during the fixed rate period may attract hefty fees

Benefits of going with a Variable Rate:

  • You are able to make additional repayments (from bonuses, tax refunds, inheritances or just plain “savings”)
  • You have the option of an Offset account linked to your loan which can help reduce the interest you are charged on a daily basis (reducing both the life of your loan and the overall interest charged)
  • If interest rates drop – you can either make head-way on your loan by keeping your repayments the same or you can choose to reduce your monthly repayments and use the money elsewhere (savings, investment, etc)

The Disadvantages of a variable rate:

  • Of course the downside to all this “flexibility” is that you are at the mercy of interest rate fluctuations and this can cause financial difficulties if rates rise significantly.


Want to have your cake and eat it too?
As you can see, there are pros and cons to both fixed and variable rates when it comes to your mortgage.  There is a way to “hedge your bets” or have your cake and eat it too by splitting your loan.  Of course, what portion to fix will require some thought and planning and your mortgage broker will be able to help you with this as there is no hard and fast rule.

Things to bear in mind 

  • Consider your plans for the next 3-5 years. If you are planning on selling up and moving in the next 2 years, don’t fix for 3 years.
  • Keep the variable split to an amount you anticipate repaying over the fixed term.  There isn’t any benefit to having a $250,000 variable split if you can only manage to repay an extra $20,000 over the time frame that you fix the loan for.
  • If you are on a tight budget – consider fixing a larger portion of your loan.


If you want a better deal on your mortgage or talk through your options, make an appointment with a licenced and MFAA accredited mortgage broker today!




By Sandra Crossland
Sandra is a qualified Mortgage Broker with a Diploma of Financial Services (Finance/Mortgage Broking Management FNS50504) and has been helping people achieve their dreams of home ownership since 2006.

Signs of a Company in Distress


Great advice from Karen Ng of 10X Brisbane 

Here is a quick list of a few signs that a business may be struggling and where advice should be sought quickly:

  1. Has your business had ongoing losses?
  2. Are you struggling with cash flow?
  3. Have you never had cash flow budgets or profit and loss budgets?
  4. Has your current business plan become outdated or is not existent?
  5. Are your debts increasing?
  6. Are you keeping up with your employer obligations?
  7. Have you had to stretch your creditors?
  8. Are you financial records Incomplete?
  9. Do you have little to none internal controls?
  10. Have your ATO debts increased?
  11. Have you received any Solicitors demand letters, summons etc.?
  12. Have you had to increase your overdraft limits?
  13. Have you had any pressure from your bank?
  14. Have you lost Key management personnel?
  15. Have you defaulted on any payment plans?


If you answered “YES” to any of these questions, your business is probably experiencing some financial difficulties and you should seek help.  I urge you to contact you business advisor, your accountant or your lawyer and seek ways to remedy this situation and plan for survival and growth versus just sticking your head in the sand wishing it to go away.

September copy of Spark Mag is out.

September copy of Spark Mag is out... would appreciate your feedback... which articles were good... etc http://sparkmag.co/nationau/september2012/index.html


Jetting To Business And Fitness Success

Brendan and Cristy Levenson  started their business plan by putting the word 'customer' in the centre of a page and building our proposition around them.

Franchising allowed us to expand our footprint quickly and develop a strong position prior to competition moving in.
They  put the success of Jetts down to three things that they believe are the pillars of most successful companies – 
1. Having the foresight to recognise a need and focussing first on the customer and creating a vision that is built off a purpose. 
2. Having the relentless hunger to ensure that vision transpires into reality, and 
3. Having the fanatical discipline in the execution of the growth and operations of the business.
Our long-term plan sees 350 clubs across Australia and New Zealand, and 2000 clubs across 10 countries by 2030. We will do this by customer service, impeccable standards and teamwork. 



What are your 5 tips for business success?
  1. Ensure your company has a purpose, and create a bold vision that is realistic and achievable
  2. Develop a deep, burning desire to achieve your vision, and use this to keep you going when times are tough
  3. Focus on relentless execution of your strategy – don’t give in on quality for the sake of quantity
  4. Hire people that compliment your weaknesses or are downright better than you 
  5. Be a great listener and subscribe to the fact that others most likely know more than you do – learn from those around you
For details of the full article click here


Sunday, September 16, 2012

Opportunity for a strong business development manager


There is a business opportunity for a strong Business Development Manager to earn a potential of $200k plus plus.

It calls for someone who is:
a highly skilled sales person (preferably B2B)
keen to drive results for themselves
making a difference to countless business owners

Though you will be operating independently, you'll be part of a great team who will provide them with world-class IP, training and a network of like-minded professionals.

We have 60 leading accounting and financial planning firms and their alliance partners, looking for the right professional to cross sell their services to each others clients and prospect databases ... Ie dealing with warm leads!

If this sounds like you, we want to speak to you now - send your CV/profile to me on ikaye@bsi.com.au

Wednesday, September 12, 2012

Come and Network - Theme "Inspiring Leaders!"


 

Wednesday, 26 September 2012
from 5:30 PM to 8:00 PM (EST)

Commercial Associates Accountants and Advisors
Rooftop via Level 11
117 Clarence St
Sydney, New South Wales 2000
Australia

Will you attend?




The theme of our September 10X Rooftop Networking Night is Inspiring Leaders. Throughout the night you will learn from experienced business leaders that have empowered the people around them to achieve remarkable success.


Meet the dynamic Kerry Chikarovski -  learn how she has made "the transition from politician to business owner"; her advice on how to work with government to get the best results for your business.


Meet Brendon Hook -  the specialist in 'State and Federal funding initiatives for learning and development in the workplace'

Our resident networking expert Wayne Donnelly will also ensure that you don't just walk away from the night with a pocket full of business cards. Instead, you will have people asking "Tell me more!" and further opportunities to connect for coffee after the event will soon follow......




Share this event on Facebook and Twitter

We hope you can make it!

Tuesday, September 11, 2012

Inner West Property Releases:

From the team at Ark!! 
click here to like them on facebook  - GOAL 1000 likes in a month... need your help!!!

Glebe ,  Dulwich Hill and  Marrickville
http://emarketing.bsi.com.au/public_images/377345/images/Unticcctled.jpg

Ark Total Wealth will be hosting a special event Webinar discussing one of the best performing, blue-chip property areas in Sydney, the inner-west region.

We will analyse and present research as to why this area is a blue-chip area to invest with excellent growth potential, and also look at a number of our previous projects in the area and identify why they have returned such strong capital and rental growth.

Ark will also present three exciting property projects in the area that we currently have available for clients and discuss why we feel these share similar characteristics to our past successes.

In the 45 minute Webinar you will:


  • View the demographic research and research house recommendations in relation to the Inner West.
  • Learn what our previous strong growth projects have been in the region and why they have performed so well
  • View the details, specific floor plans and particulars of three new developments we have in Dulwich Hill, Marrickville and Glebe.
  • Understand why we believe these developments will be strong investment buying opportunities similar to our previous inner west projects.


Ark Total Wealth is conducting the Webinar event on Monday 1st of October @ 5:30pm. If you are unable to attend or wish to review the information at hand before the Webinar please contact us and we will provide you with the development particulars.

We look forward to seeing you there!
Regards,
The Ark Total Wealth Team

Monday, September 10, 2012

The Top 10 Regrets in Life By Those About to Die

Editorial  from addicted2success.com 
Pictures taken during our 2010 trip to New York

1. “Never pursuing dreams and aspirations” 
The number one regret we found that people have on their death beds is that they were never brave enough to pursue their dreams, but settled for what others expected of them.

When they look back at their lives, they tend to recall their unreached goals and aspirations.
They are often haunted by decisions that resulted in the lives they ended up with. While you still have a lot of years to live, be sure to make some time for reaching your dreams.

Start working toward your goals now; don’t keep putting things off until it’s too late.

2. “I worked too much and never made time for my family”  
Excessive dedication to work causes a person to spend less time with their loved ones. Parents can even miss out on the lives of their children, because they spent their best years pursuing careers and making money.

Everybody needs to work to generate income, and money is necessary to sustain our lifestyles. But don’t ever sacrifice your family time just to make more money. It would do you good to determine what is really important. Do away with unnecessary expenses and things that only crowd your life – this will make room for improved relationships and better lifestyle choices.

3. “I should have made more time for my friends” 
When health and youth have faded, people realize what are truly valuable – they find that all their income and achievements amount to nothing in the end. What really matters in those last few moments are the people who are dear to them. At that time, they tend to miss their friends. It’s so easy to get lost in the daily grind that you forget to take care of your relationships.

If you don’t intentionally stay in touch, you may lose contact with your friends through the years.

4. “I should have said ‘I Love You’ a lot more” 
The importance of love becomes more pronounced towards the end of life. At this time, unreturned of love will also be more painful. It can be hard to tell someone that you love them, especially if you fear rejection.
But not being able to express those feelings will leave an unsettled need in you, and possibly affect all future relationships. If you are afraid of getting hurt, remember that it’s better to make your love known than to spend the rest of your life dwelling on what could have been.

 5. “I should have spoken my mind instead of holding back and resenting things”  

A lot of people choose not to confront those who offend them, thinking that this would keep things civil. In truth, suppressing anger breeds bitterness, which leads to various diseases. Harboring bitterness also makes you emotionally crippled and prevents you from fulfilling your true potential. If you want to have healthy relationships, honesty and confrontation are necessary. The common misconception about confrontation is that it creates division. In reality, if it’s done kindly and constructively, confrontation deepens mutual respect and understanding.

When you express negative emotions properly, it also allows you to let go of the resentment so you don’t have to carry it for the rest of your life.

6. “I should have been the bigger person and resolved my conflicts”  
A lot of times, death beds and funerals are more miserable because of broken relationships that were never restored. Relationships are ruined when misunderstandings are not dealt with immediately; this may result in a lifetime of hostility.

Conflicts are a part of life; you can’t avoid them, but you should never let your anger last for more than a day. Choose to forgive. Right the wrongs that you can, while you can.

 7. “I wish I had children” 
As people age, they often feel lonely and long for the company of their sons and daughters. Those who never had children often have regrets about having no one to comfort them or inherit their legacy. With today’s modern thinking, kids may be viewed as inconveniences or hindrances to pursuing your goals. But keep in mind that your children will be the ones to show you love when you are old. They will also be the ones to whom you will entrust everything you’ve worked hard for after you’re gone.

 8. “I should have saved more money for my retirement”  
Failing to plan for the retirement years leaves people destitute in their old age. When that happens, their last moments on earth can be very difficult and miserable. While you are young, you might not yet grasp the reality of retirement, but it’s important to make a plan for yourself. Be careful not to spend too much on things you think you need now; think about providing a comfortable life for yourself in the future.


 9. “Not having the courage to live truthfully”  
 Looking back, people would wonder whether things would have been better if they were truly honest about who they really are. They think about the distress they caused themselves and others by pretending to be someone they’re not. You will naturally have concerns about whether people would reject you or accept you if you came clean; you might find it easier to compromise yourself just to be liked or loved. There are some situations when things need to be kept hidden, but honesty is generally admired. If you are reviled for who you really are, then that’s how you can determine the people who really love you. If you don’t yet have the courage to be truthful to others, you can start being truthful to yourself.

 10. “Happiness is always a choice, I wish I knew that earlier”  
People rarely realize that they can choose to be happy. It’s so easy to play the victim of circumstance and prevent yourself from moving on in your life. You tend to settle for mediocrity because it’s familiar; you pretend to be content because you’re too afraid to explore. Make a choice to have a happy life. Take responsibility… its your attitude and aptitude that determines your altitude! Be unafraid of change, and don’t worry about what others think of you. Learn to relax and appreciate the good things.

Famous Failures

Either you succeed or you learn something .
Failures are simply stepping stones to success.
No matter how it turns out, it always ends up just the way it should be.
The biggest mistake you can make is doing nothing because you’re too scared to make a mistake.
If you can’t handle failure,then you can’t handle success .

Sunday, September 09, 2012

BSI Connect - Leadership and Network Breakfast

Check out our last 2 networking breakfast



If you want to come to the next network event click here and , fill in your details and type "brekkas" in the message!!

The Power Of Words

Check out this inspiring video which clearly illustrates the power of words.

  • What do you think? 
  • What’s the most powerful thing (good or bad) someone told you?
  • What do you tell yourself? 
  • It's not what you say, its how you say it!!




Leave a comment or ask a question 

Saturday, September 08, 2012

5 bad habits that prevent you to listen effectively and the 6 things you can do to improve your listening skills!




A great article By
Mary Goodman and Rich Russakoff - I can really benefit from this!!










Listening is a skill that will make you more successful.... It seems as if some people are just naturally good listeners... the truth is, it is not a gift, its an acquired skill!! (Thank the lord - as I need to do a lot more of it!!!!)
Its interesting that "Listen" and "silent" has the same letters!!
The better you listen, the more others appreciate you and, in turn, the more they listen to you. By listening better, you learn more and misinterpret others less. 

5 Bad habits that get in the way of effective listening. 


  1. Multi-tasking - Do you ever look at your phone or check emails during a conversation? If you think you can multi-task while listening, then you don't know what you're missing. It's also painfully obvious to the other person when we are distracted.
  2. Me, Me, Me - If your major concern is how others perceive you, or what you'll say next, then you can't focus on what is being said.  Listen with a view to understand - not with a view to respond!! 
  3. Brain Speed - If your thoughts outpace the speaking style of the person you are talking with, do you let your mind wander? Do you  interrupt the other person because we believe we know what the person is trying to say but taking too long to say it.
  4. What did you Say? - Hearing loss can adversely affect every conversation, from missing out on a pleasant exchange to serious safety issues. If you suspect you have a hearing problem, get tested. If you know you have a hearing problem, get hearing aids. If you own hearing aids, wear them.
  5. Line Butting - You're bored with the subject so you interrupt and introduce a new topic. Or worse, you start talking about yourself.
Which ones are you guilty of? 

6 things that you can do that will dramatically improve your listening skills.

  1. Paying attention - give the other person your undivided attention. In the words of Gandhi, "Wherever you are - Be there."
  2. Listen with your voice -  Practice "Active Listening". Say "no kidding", "um hmm", "go on", or by paraphrasing, which, by definition, is the act of restating or rewording what others say.  Say, "So what your saying is..." Or simply repeat the last thought the other person said. There is no better skill for effective listening then paraphrasing. If you've heard correctly, the other person will generally respond with an enthusiastic yes or nod. If you've heard it wrong, they'll know they need to clarify. Paraphrasing gives them the opportunity to restate what they said so accurate and meaningful communications take place.
  3. Listen with your body - Lean forward, put your hands on your chin, or listen with open arms. When your body conveys a listening posture, others become more comfortable and open. If appropriate, take notes. In a business meeting, it shows your interest and helps you stay focused. Nodding is also a key component of your listening posture. And smiling. Smiles are contagious and make others feel comfortable, and the more comfortable we are, the better we communicate. Establish and maintain eye contact. Not only is this reassuring to the other person, but it enables you to read their body language which can convey more than their words. As Yogi Berra said, "You can observe a lot by just watching."
  4. Button up!! - Don't interrupt. You hate it. So do others. It's rude. Unless you're seeing a fire erupt behind the person speaking, let them finish. Encourage them to fill out their thoughts by saying, "tell me more." When we interrupt, the other person loses their focus and we lose the opportunity to fully understand what they're trying to convey. Make a conscious effort to see how often you interrupt others over the course of a day. Hopefully, it won't be a rude awakening.
  5. Ask questions - In the words of Stephen Covey, "Seek first to understand, then be understood. This involves a very deep paradigm shift. We typically seek first to be understood. Most people do not listen with the intent to understand; they listen with the intent to reply. They are either speaking or preparing to speak."
  6. Talk less - A good philosophy is that conversations should not just be about you, but about we. As the Greek sage, Epictetus, observed: "Most of us were born with two ears and one mouth." That's a pretty good ratio between listening and talking.

really - listen up and listen better!!

Ark Golf Day - Soon to be repeated!!!


A Classic Day!!

I want to Invest - but how do I start?


A common misconception is that you need a lot of money to make money. If you have wads of cash it certainly helps but everyone needs to start somewhere. Unless your lucky (or unlucky in same cases but I won’t name names) to receive a capital injection from your parents, you will most likely need to start from scratch.
The key to building wealth, and the major factor that determines how quickly you grow it is .... click here to find out more!!

The 10X The Inner Circle Club and Mastermind Group



“None of us is as smart as all of us” - A Japanese Proverb 

Join a safe, confidential and trusting “10X Inner Circle” of up to 10 Peer CEO’s, Executives or Business.

Owners from non-competing companies and organizations – free of any conflicts of interests and hidden agendas, with the objective of helping each other grow!

Your “10X Inner Circle” , is a powerful forum of up to 10 members, meeting once a  month,  where you discuss opportunities, challenges and issues relating to you business. It provides feedback and guidance on an intellectual and emotional level (food for the business soul) , tapping into the core source of true leadership .

As a member of the “10X Inner Circle Club” you are also invited to a 10X Network Breakfast, where you meet  the various Inner Circles Clubs members, to network and connect.

The Inner Circle is facilitated by an accredited “10X  Coach/Chairman”  who facilitate the group, and discusses a “leadership Insight”, enablinig you to “lift your leadership lid” and “grow as  a leader”.

The Goal – to have 10,000 members in 10 Countries within 5 years!

The difference between a Consultant , Coach and Mentor

I recently read a newsletter from Viki Forrest , Anzatech Technology Network, where she explains the difference between a Consultant, Coach and Mentor


Consultants push
Consultants bring specialty expertise that a company needs but doesn't have (enough of) within their own team. They are typically used to execute a well-defined project and deliver the results to the company. When a consultant leaves, the value they have delivered stays with the company but the expertise leaves.

Coaches pull

Coaches bring out the best in us at an individual level. They are typically used when we want to improve our ability in a specific skill or capability such as public speaking, leadership or fitness. When a coach leaves, the individual's level of expertise is changed - hopefully for the better.


Mentoring is a two-way street.
Mentors are role models, individuals who have done what we aspire to do. They've made the mistakes we are about to make, they have lived through the failures we are about to experience and they have succeeded in areas that we value and are striving to succeed in. We seek out mentors when we are looking for major breakthroughs, quantum changes in business and in life. The value exchange between a mentor and mentee is two-way, both are enriched by the experience - a mentor doesn't leave. Typically, a mentor and mentee maintain their professional connection long after the official working relationship ends. 


Saturday, September 01, 2012

Is "helping you grow a "WHY"?


Hi
I have just watched this TED Video by Simon Sinek - "WHY", Inspirational Leadership... Why Organisations succeed!!

It is inspirational!





I need your help re defining who BSI is based on the above....

Is this a WHY?
At BSI - everything we do and believe in is to "help you grow" 
Our focus is on you!
At 10X - we help you grow through coaching training and connecting
At BSI - we help you grow by getting you money (grants and capital)
At BSI People - we help you grow by recruiting training and retaining your people
At BSI Learning - we help you grow by finding innovative solutions that get you results
At Ark Total Wealth and Liquidity Finance  - we help you grow your wealth through financial planning
At Step Up we help you grow your future leaders

I suppose the question I am asking is , "is "helping you grow" a why?"

Would love your feedback and suggestions.
best regards
Ivan

Thursday, August 30, 2012

Small Business Under attack – Government looking to remove Export Grants and Support Innovation


Grants such as  Commercialisation Australia and the Export Market Development Grant, which are already suffering funding issues, are under threat of being axed.
Wayne Swan announced a freeze on federal grants on Monday as it races to arrest a drop in revenue, due to a 37% drop iin Iron Ore prices. 
Is the Government going to kill a programme that generates $12 of revenue for every $1 of Government support to increase revenue?  Government should encourage more exports and increase support for Innovative Exporters.. Specifically Small Business!!
Killing these Grants will have a significant detrimental effect on innovative Small Businesses who have an export focus and use the EMDG to play on a Level Palying Field. More funding is needed at a time like this.
Pulling support of SME’s Government Innovation and Export Programmes , with a rising Dollar and a Flat World Economy is not the solution to build a robust economy!

Tuesday, August 28, 2012

Exclusive Property Release: Glebe - Heritage Conversion Townhouses


Our Financial Planning Firm, Ark Total Wealth, is proud to bring to market
11 townhouses built incorporating the existing facade of the Old Glebe Townhall. 
A webinar will be held on Monday 3 September 2012 @ 5:30pm

For more information, see below, or feel free to contact an Ark Adviser

http://emarketing.bsi.com.au/public_images/377345/images/ArkInformerLogo-600wide.gif
Exclusive Property Release: 

Glebe - Heritage Conversion Townhouses
http://emarketing.bsi.com.au/public_images/377345/images/Unticcctled.jpg
Ark Total Wealth are pleased to bring to market, a boutique development of 11 townhouses that will be built incorporating the existing facade of the old Glebe Town Hall.

Seconds away from the restaurants, shops and small bars of cosmopolitan Glebe Point Rd, the development sits directly across the road from a large park and is serviced by buses at its door step ferrying you directly into the city, or Glebe light rail station that is only 300 meters away.

Locations simply do not get more blue-chip than this!
http://emarketing.bsi.com.au/public_images/377345/images/glebe.jpg
The townhouses themselves are large internally at 107 sqm, and consist of 2 bedrooms , 2 bathrooms and a dedicated media room/ office, perfect for DINKS, or those with a small family.

Rental yields are expected to be between 5.0% - 5.7% according to local agents appraisals, and the heritage conversion should add a funky element to their appeal among tenants or future purchasers.

Ark Total Wealth is conducting a Webinar release event on Monday 3rd of September at 5:30pm, where we will provide a run down of the development, research on the area as well as exploring the individual floor plans.

Demand is expected to be high and given the boutique size of the development we do not expect the individual townhouses to be available for very long.

If you are unable to attend or wish to review the information at hand before the Webinar please contact us and we will provide you with the development particulars.

We look forward to seeing you there!

Monday, August 27, 2012

Spark Magazine August Issue Out Now!

Untitled Document
Spark Magazine is now available monthly, click here to read the full magazine, 
or choose from some of our feature stories listed below.
Please feel free to comment on articles that you think are awesome.
Best regards


Cover Story: The New Face Of Business!
Want to get your business into the social
medium but don't know how to go about it
successfully? Spark talks to blogging
sensation Aley Greenblo,whose fashion blog 
'Tickled Pink' has had over 4.3 million views!
READ ARTICLE

Roadmap To Success
SME's (Small to Medium Enterprises) are
struggling at the moment.With the financial
pressure of two GFC's followed by the instability
in Europe, many small business owners are
wondering just whenthey will catch a break.
The problem is, the global economy can't 
be fixed with a batch of home-printed flyers
dropped in local letterboxes;and that trip  to
the bank for a top-up on the business loan just got 
a whole lot more daunting.
So what can Australia's Small Business Owners do?
READ ARTICLE

Meet Mao's Last Dancer, Li Cunxin
He spent his life transforming.
From starving child in a Chinese village,
to ballet student in China's rigorous training
program, to one of the world's leading ballet dancers
with the Houston Ballet Company. Named Australian
'Father of the Year' in 2009 and the subject of an 
acclaimed movie based on his autobiography, 
Li Cinxun has now transformed into a successful 
stockbroker. He talks to spark about...
READ ARTICLE

How To Get Cashed Up
Businesses that have established a position
where they can demonstrate their capability
and potential, may approach angel investors
and venture capital funds to provide capital to help
commercialise and grow the business.These
investors look for a high return to compensate
for their high level of risk and will typically look to...
READ ARTICLE

Contract Confusion
Why your 'best endeavours' could turn out
to be your last endeavour!The common view
is that there is a spectrum of words you can select
from to throw into contracts, when communicating
the amount of effort you are prepared to go to, for
 someone you are in a contractual relationship with.
I often wonder if people say they will use 'reasonable
endeavours' because they do not really want to...
READ ARTICLE

How Good Is Your Customer Service?
One of the basic concepts used in customer service is
that of moments of truth. This concept was developed by
Jan Carlzon, CEO of Scandinavian Air Services (SAS) in 
the 1980s to describe the aspects of customer contact
 that the business needed to control to ensure...
READ ARTICLE

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