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All comments for Aki Kalliatakis

Aki Kalliatakis is the Managing Partner of The Leadership LaunchPad, a business focused on customer loyalty and radical marketing. Contact him on +27 (0)83 379 3466, +27 (0)11 640-3958 or . Follow @akikalliatakis on Twitter.
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Aki Kalliatakis
Why don't ad agencies advertise? (Part III)
Hi Peter

You've hit the nail on the head! Some other questions...

Why don't ad agencies take their fees in the form of a profit share of additional sales as a result of their work?

Why don't ad agencies give you a money-back guarantee if their efforts fail to increase sales?

What do you most commonly see in the lobby of most ad agencies? (Hint: it's not letters from clients heaping praise on them, but more like awards that have been given to them by... yes, you guessed it, other ad agencies!)

I say you're better off spending the money on doing the stuff that makes your customers and propspects feel special enough to talk about you with their friends. After all, (all together now,) THE BEST FORM OF ADVERSTISING IS, AND ALWAYS WILL BE WORD OF MOUTH!

Great post.

Aki Kalliatakis
Managing Partner, The Leadership LaunchPad
Customer Management Company Posted on 5 Oct 2012 12:49
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Aki Kalliatakis
Are your customer relationships also sustainable?
Hi Tim,

Thanks for the reply. Not sure if this is in the right place though. My article was about customer care and loyalty. Any comments?

Aki Posted on 13 Aug 2012 17:37
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Aki Kalliatakis
When did we stop caring about customer service, client experience?
Hey Lindsay

Great post, and your frustration made worse by the hypocrisy of those silly T-Shirts! I've been helping our clients improve their customer service and customer experience for 22 years now, and there is no doubt that it all starts at the top. It's not rocket science to get these issues right, but there's not enough desire to do whatver it takes to delight your customers. The answer is simple:

1 Find out what your customers want.
2 Do your best to give it to them better than your competitors can.

The problem is, as identified by "Had Enough," what happens when all competitors in the same industry are equally poor? Our research shows us that two industries always come out worst when we look at survey of customer satisfaction: banks and cellphone companies.

The only sign of hope is that one day enough consumers will rebel, and take their business to a new hungry start-up company. Problem in SA is that you can't start up without a license in both of these.

BTW, I have noticed that Nashua Mobile are trying really hard to be the best. Let's hope the momentum continues.

Aki Kalliatakis
www.DelightYourCustomers.co.za Posted on 13 Aug 2012 17:32
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Aki Kalliatakis
Service not price wars key to competing against Wal-Mart
Hi Lance

Thanks for the comment. You're right, and as a country we have become completely uncompetitive. It makes me sad that companies feel a need for protection by the government when what they should be doing is spending all that energy being more productive, adding value for customers, and treating their people with more dignity. Not sure about the other retailers, but I have noticed a big improvement in the Spars that I go to shop at.

Need more people in SA that think like you!

Aki Kalliatakis, MD, The Leadership LaunchPad Posted on 19 Mar 2012 12:24
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