Stacey Packer, founder of SP Consulting, shares her philosophy of generosity and relationship-building in business. By giving first—whether through introductions or valuable insights—businesses can build stronger, more meaningful connections. Following up on introductions and referrals is crucial; there is value in thanking the referrer and updating them on the outcomes, which strengthens professional relationships and maintains respect.

Entrepreneurs, she says, should be clear about their values and service expectations to attract and maintain aligned relationships. The principles of mutual mattering—such as unconditional positive regard, celebrating wins, and being compassionate—are central to fostering meaningful and supportive professional relationships.

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Stacey Packer Consulting

The Sales Doctor 

Australian small businesses are grappling with economic uncertainty, talent shortages, and rapid technological advancements, including AI. With a lifetime of experience in the SME marketplace and as Co-founder and Director of the Leadership Think Tank, Jason Tunbridge believes a strong focus on customer needs is essential for business success. Exceptional customer service can turn clients into advocates who promote the business, generating referrals and driving growth even without direct marketing efforts.

Jason insists that a CEO’s active involvement is crucial in creating a robust customer-focused culture, which can lead to long-term business success. The Leadership Think Tank helps CEOs by providing a confidential forum for sharing ideas and strategies across industries, fostering innovative solutions and strategic thinking. CEOs should allocate time for strategic thinking and learning from peers to address business challenges effectively.

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The Leadership Think Tank 

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Named one of the leading customer experience (CX) leaders in the world, Justin Tippett’s 30-year career began on the phone in a call centre; today he’s CEO of the Australian Customer Experience Professionals Association. His expertise spans the impact of AI on CX, the importance of empathy and personalised service, and the need for strategic investment in both technology and human skills.

There’s a been a shift, he says, in call centres handling simple, transactional calls to more complex interactions due to technological advancements. AI has enabled customers to self-serve, by reducing basic queries handled by agents. This shift makes empathy and interpersonal skills crucial for handling intricate customer issues. Justin questions whether companies are investing enough in training their personnel for these higher-level skills.

He explains to host Ingrid Maynard that smaller businesses excel in building personal connections with customers, a practice larger companies could learn from despite their scale challenges. A holistic CX approach, understanding the customer’s lifetime value, and balancing technology with human interaction are essential.

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Australian Customer Experience Professionals Association

The Sales Doctor

Jane Libbis became a lawyer because she wanted to help people. Jane is the founder of Umbrella Family Law, whose approach to business is different to other practices.

Jane explains to host Ingrid Maynard how important it is for her to build a network of like-minded professionals and clients who align with the values and culture of her law firm. There’s a challenge, she admits, of balancing empathy and compassion with the commercial realities of running a law firm.

Jane also discusses the importance of setting boundaries and maintaining respectful communication with clients. Fundamentally, she says Umbrella is more than just a legal practice, “we’re a ray of hope.”

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Umbrella Family Law

The Sales Doctor

Some of the best salespeople don’t see themselves as salespeople. Ingrid Maynard challenges the negative association with sales and highlights the importance of providing solutions and adding value to customers.

She shares examples of individuals and organisations that excel in sales by focusing on creating positive experiences and deepening relationships.

The underrated soft skills are crucial to sales, including: listening, effective communication, influencing, and creating outcomes. Ingrid also raises the need for developing higher-order communication skills in the age of AI and the importance of equipping future generations with these skills.

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The Sales Doctor