Service is Dead. People Want More.
These days, customers don’t just seek great products; they expect excellent service and want brands to genuinely care about them. Studies in 2025 show that 81% of consumers say they need to trust a brand before buying from it, and 71% expect personalised interactions. Yet, many businesses are falling short; poor service and robotic “Need some help?” interactions drive customers away faster than ever. Service isn’t dead; it’s just evolved.
Consumers now define “good service” as the collation of a brand understanding their specific needs, anticipating and solving customers’ issues, and creating meaningful experiences. When businesses fail to prioritise customer relationships, they risk losing loyalty to competitors that do.
People Want to Interact and Work with Brands that Care
It’s not just about what a business sells; it’s about what it stands for. Consumers and employees are drawn to brands prioritising people and the planet, not just profits. Around 77% of consumers are motivated to buy from companies with a strong social, governance and environmental purpose (ESG). By sharing your values—whether through ethical sourcing, sustainability initiatives, or community involvement—you invite your customers and employees to engage with your business on a deeper level connection. The key? Authenticity. People can see through empty marketing, so integrate these values into your business practices and culture for lasting impact.
The Importance of an EVP (Employee Value Proposition) in a Staff Market Shortage
In today’s tight labour market, businesses are no longer picking employees; employees are picking businesses. This is where a strong EVP becomes essential. A compelling EVP that defines career growth, work-life balance, and purpose helps companies attract and retain top talent. In 2025, job seekers prioritise flexibility, workplace culture, and career development, meaning companies that fail to communicate their value will struggle to fill roles. Establishing a well-defined EVP strengthens recruitment efforts and fosters a loyal, motivated workforce that will drive your company to long-term success. Having employees that believe in your company and your products and services definitely make for providing better customer service.
Start Marketing to Your Future Employees
Just as businesses market to customers, they should also focus on marketing to future employees. A strong employer brand attracts talent before they even start job hunting. Take our internship program, for example. Our partnerships with QUT and Griffith University began as an opportunity to scout talent, but now, students seek us out. We’ve turned recruitment into a two-way street by actively showcasing our workplace culture, success stories, and opportunities. Businesses that consistently engage with students, graduates, and professionals will attract passionate employees who already align with the company’s mission.
Succession Planning as a Business Owner
One of the hardest challenges a business owner will face is learning to let go. Why? True growth only happens when leaders step back. The solution? Delegation, training, and trust. Investing in the next generation of leaders through mentorship and clear guidelines allows them to take ownership, innovate, and drive success. Business owners should prioritise empowering employees to make decisions while maintaining strong but flexible oversight. When leaders focus on developing their teams, they free themselves from daily operations, allowing the business to thrive independently with guidance.
The future of business isn’t solely about selling; it’s about connecting. Whether engaging customers, employees, or potential talent, brands that prioritise care, purpose, and authenticity will be the ones to thrive.
When you have a clear strategic plan for business growth, with clear channels, measurable results, then anyone can step in and take the lead. Need help with this, we have space for you.
