Have you ever had a truly terrible customer experience? I mean the kind that leaves you thinking, “Can you believe that just happened?” And then you tell everyone about it.

Now flip that.

Have you ever had an experience so unexpectedly delightful that you couldn’t stop smiling and couldn’t wait to tell someone?

That’s exactly what happened at the Roar Awards back in June. Many of us were staying at The Calile Hotel in Brisbane, which hosted the event. And let me tell you, they know how to do service.

Let me say the quiet part out loud: your customers have changed.

They’re busier. They’re savvier. They’ve got Google in their pocket and expectations higher than ever.

Gone are the days when a beautifully written blog and a heartfelt “about” page was enough to win their trust. These days? People are reading your content in a dentist’s waiting room or between school pick-up and dinner prep. If it’s not fast, clear, and easy to engage with… it’s gone.