Table of contents for December 2022 in Readers Digest Australia

WITH THE END of another eventful year, it’s with some relief that we look forward to a few days out of our routines to celebrate another year closing. If you’re like me, those days between Christmas and New Year feel somehow shorter than days at other times of the year. So if you, too, experience this sense of time distortion, then I’m sure you’ll enjoy this month’s Genius article, ‘What Day Is It Again?’ (page 128) by Adam Osth. This common phenomena is explained by how our minds perceive time. This month, we delve into the challenges facing health professionals when treating people who develop a new set of health complications after having COVID-19 (‘Living With Long COVID’, page 68). Then, conscious of the extra drain on household budgets at…

CONTRIBUTE READERSDIGESTAUSTRALIA Anecdotes and Jokes $50–$100 Send in your real-life laugh for Life’s Like That or All In A Day’s Work. Got a joke? Send it in for Laughter Is the Best Medicine! Smart Animals Up to $100 Share antics of unique pets or wildlife in up to 300 words. My Story $400 Got an inspiring or life-changing tale? Submissions must be true, original, unpublished and 800–1000 words. Letters to the Editor and Reader Submissions Online Follow the ‘Contribute’ link at readersdigest.com.au Email editor@readersdigest.com.au Mail Reader’s Digest Magazine, PO Box 6458, Frenchs Forest, NSW 2086 Please include your name, address, phone number and email. Letters: We may edit letters and use them in all print and electronic media. Submissions: All submissions become our property on payment and subsequent publication in…

Ronni Abergel of Copenhagen has always been curious about the lives of other people. In 2000, with his brother and friends, he launched the Human Library, stocking it with ‘human books’ – volunteers recruited from often-stigmatised backgrounds (for example, they may have been labelled as homeless, ADHD or obese). “I wanted to create a safe space where it was OK to ask other people questions,” Abergel says. More than 85 countries now have human libraries, often in actual libraries. Patrons can check out a ‘human book’ for 30 minutes. “It’s a chance to see what it’s like to walk in their shoes and to dispel fear,” says Abergel, adding that the organisation trains applicants to ensure they’ll be open-minded and genuine. In 2020, the Human Library went online. Virtual sessions…

Adopting a pet is rapidly becoming the preferred option for many people wanting to add an animal companion to their household. Many rescue organisations have online searches so prospective pet adopters can browse for a particular breed, age and sex. Veterinarian Dr Katrina Warren discusses how to adopt a pet. AN AFFORDABLE CHOICE. It’s true that many people are happy to part with thousands of dollars for purebred and ‘designer’ crossbred dogs and cats, but rescue pets have a lot going for them and can be more affordable to purchase. HOMELESS ANIMALS CAN MAKE WONDERFUL PETS. People often assume that dogs and cats end up in pounds and shelters because they’re unwanted or badly behaved. There are many reasons owners may need to re-home their pet – divorce, hospitalisation, lack…

NEW HOPE FOR AN EPSTEIN-BARR VIRUS VACCINE Three million people globally suffer from multiple sclerosis (MS), a neurodegenerative disease that has no cure. A recent Harvard University study found strong evidence that the Epstein-Barr virus (EBV), which can cause infectious mononucleosis, is a trigger for MS. In fact, researchers found that those infected with EBV were 32 times more likely to develop MS than uninfected people. Blood tests also showed the nerve degeneration that accompanies MS starts only after EBV infection. An mRNA vaccine against the EBV virus is currently in clinical trials. Reduced rates of EBV infection could signal the potential for reduced risk of MS development. AVOCADOS BOOST HEART HEALTH There is now even more evidence that avocado is good for you, according to a new study in…

He is in demand more than ever. Benedict Cumber-batch makes one film after another, shining in art films as well as blockbuster flicks, such as Doctor Strange in the Multiverse of Madness. Last year he was nominated for an Oscar for Best Actor. Nevertheless, this British thespian’s success has not gone to his head. Without any airs and graces, he talks about the dreams of his youth, his life as an actor and his three young sons. READER’S DIGEST: You said you enjoyed putting Doctor Strange on canvas, sometimes with broad, sometimes with very fine brushstrokes. Do you regret becoming an actor instead of a painter? BENEDICT CUMBERBATCH: It’s true that I painted a lot in college. But to make a living as a painter and to finance my life with…

The Melbourne-based Sid Harta Team appreciates that it is a brave step to hand over one’s work to a stranger. Our editors bear this in mind with an assessment that is sensitive while critical, encouraging, and realistic. Sid Harta Publishers is offering writers the opportunity to receive specialised editorial advice on their manuscripts with a view to having their stories published. Visit our websites for submission requirements & further supportive information: Sid Harta Publishers: http://sidharta.com.au Send us your manuscript: Submission details: http://publisher-guidelines.com Sid Harta Book Launch and Reviews: http://on.fb.me/sidhartapub Sid Harta Publishers specialises in new and emerging authors, and offers a full range of publishing options. We publish: • print editions & print-on-demand via Amazon/Lightning Source• ebooks for all platforms. CALL US TO DISCUSS OUR SERVICE: Contact SHP at: author@sidharta.com.au…

Long after recovering from COVID-19, midwife Shari Ingalls still suffers from fatigue, uncontrollable sweating and blind spots. During a night shift in the early hours of December 14, 2020, she was suddenly gripped by aches and chills. “I wiped down everything I’d touched with disinfectant, went home and rolled into bed,” she says. Ingalls says her symptoms felt like the worst flu she’d ever had, but she expected they’d resolve in a week or so. Instead, after two weeks, her heart was still racing, she became short of breath easily, and pain radiated through her chest to her left shoulder. Ingalls, who had previously cycled 11 kilometres to work each day, couldn’t even keep her balance while standing in the shower. By early January, the chest pain was no better,…

In mid-September, howls of laughter could be heard in science faculties and labs around the world. No, it wasn’t an earth-shattering knock-knock joke but the reaction to some of the boldest science discoveries of the year – the Ig Nobel Prizes. While the prestigious Nobel Prizes mark 121 years this month, their comparatively paltry and poorer cousins – the Ig Nobels – first appeared in 1991. Their aim is to celebrate research that ‘first makes people laugh, and then makes them think’. The brains behind the awards is Marc Abrahams, editor and co-founder of the Annals of Improbable Research, who remains central to its continued success. Each year, Ig Nobel prizes are awarded across a range of disciplines. There are those you’d expect: medicine, physics, engineering and biology, plus others…

The spot of red was what first caught Randy Heiss’s attention on December 16, 2018. He was hiking the remote expanse of land behind his ranch in Patagonia, Arizona, a town near the US-Mexico border, when he spotted a balloon on the grass – or at least the tattered remnants of one. Heiss walked towards it with his dog, thinking he should pick up the latex pieces and throw them away. That’s when he noticed the balloon’s string was attached to a piece of paper. ‘Dayami’, it read on one side, in a child’s writing. A hand-drawn bow accompanied the word. Heiss flipped the paper over. It was a numbered list, all in Spanish. “My Spanish isn’t very good, but I could see it was a Christmas list,” he said.…

1. Music experts and computer scientists finally completed Beethoven’s Symphony No. 10 with the help of what? 1 point 2. The Exorcist (1973) was the first horror film to be nominated for Best Picture at the Oscars. But which was the first to win? 1 point 3. What is the only land mammal native to New Zealand? 2 points 4. Riddle: what kind of measuring device might make use of sand, shadows, candles and hands? 1 point 5. In Mayan culture, it was believed to have special powers; today, many people enjoy it roasted. What is it? 1 point 6. Musicians Sheryl Crow, Sting and Gene Simmons all had what job before becoming famous? 1 point 7. A nephrologist is specialised in which organ of the body? 1 point 8. Match,…

We commissioned independent market research agency Catalyst Consultancy & Research to survey a representative sample of 2500 Australians. To build a brand list reflective of today’s market, an initial survey was conducted with a representative sample of 500 Australians who were asked which companies they have had recent experience with across 38 categories. In the second survey, completed by over 2000 Australians, data was captured on which of those companies across the 38 categories had provided the highest levels of customer service over the past 12 months, rating each organisation from one to ten across five key pillars of customer service: ■ PERSONALISATION: How well was the company able to provide the consumer with an individualised customer experience? ■ UNDERSTANDING: How effectively was the company able to demonstrate a genuine insight into…

AT APIA, THEY BELIEVE THAT EVERY CUSTOMER is unique and a good old-fashioned chat about their life stage is the best approach to understanding their wants and needs when finding insurance to suit them. With more Australians aged over 50 than ever before, Apia has made superior customer service their No. 1 priority. Apia believe the most important outcome for every one of their customers, is to help them get set up to enjoy the good life in their retirement. Apia has been providing Australian retirees with great value products and services for more than 30 years, and always strives to offer more choice at affordable prices. “Our customers have told us they are loyal to the brand because of its exceptional customer service and peace-of-mind products, so it is…

HAVING PROUDLY SUPPLIED ENERGY TO AUSTRALIAN HOUSEHOLDS for more than 25 years, Alinta Energy knows a thing or two about satisfying customer needs. In fact, Alinta Energy’s Managing Director and CEO, Jeff Dimery, started his working life in a contact centre for a utilities organisation while studying part-time at university. “I believe that any worker with the right level of enthusiasm, focus, drive and intellect can achieve anything they want with an organisation,” said Mr Dimery. “I think I am proof of that. I believe this to be the culture at Alinta Energy.” Alinta Energy is committed to bringing its customers the best support possible, starting with its Australian-based customer service teams, such as Morwell Customer Experience Hub in the Latrobe Valley in Victoria and its Perth-based customer service team…

FROM THE VERY BEGINNING, more than 25 years ago, a commitment to delivering lowest prices and widest range, backed by best service has been a winning recipe for Bunnings. Today, Bunnings’ team members might number more than 51,000, but one thing that remains the same is its people-first culture. The brand’s guiding principles – integrity, respect, teamwork, achievement and innovation – are the keys to Bunnings’ workplace culture and achieving its vision. Built on an entrepreneurial spirit, the Bunnings culture remains at the heart of its amazing team – an approach that ensures that every team member feels empowered, supported and appreciated. “Our team members are the face of Bunnings and provide friendly and helpful service,” said Ryan Baker, Bunnings’ Director of Operations. “We employ people with a great attitude…

APT PRIDES ITSELF ON PROVIDING GUESTS with a unique combination of personal attention, exemplary customer service, outstanding sightseeing, delicious cuisine and stylish accommodation on its high-quality, all-inclusive holidays. Established in the 1920s, when founder Bill McGeary built a bus body on a tram to provide additional public transport during a transport strike in Melbourne, to this day his visionary approach lives on. Since the 1960s, his son Geoff McGeary has vigorously encouraged APT to play a pioneering role in Australia’s dynamic travel industry. Today, the benefits of the company’s family-focused culture are increasingly evident. Coupled with APT’s tenacious ability to evolve, the Group embraces an ever-expanding global vision in line with changing market forces and the shifting expectations of the modern-day traveller. However, APT’s core focus still remains the same:…

HAMMONDCARE BEGAN in 1932 as Anglican Archdeacon Robert Hammond responded to the eviction of inner-city families in Sydney during the Great Depression. Within five years the ‘pioneer settlement’ near Liverpool was home to 110 families. HammondCare then identified a new pressing need: the plight of the disadvantaged elderly. This led to the opening of one of the first integrated aged care homes in Australia. Today, as an independent Christian charity, HammondCare provides so much more, including residential, dementia and palliative care, as well as home care in metropolitan and rural regions across NSW, ACT, Victoria, and Queensland. To ensure home care clients feel valued and are given the highest level of care, HammondCare partners with clients and families through small, consistent care and clinical teams. HammondCare’s relationship-based model of care…

FOR OLDER AUSTRALIANS who wish to stay at home for as long as possible, Australian Unity offers tailored services: from home maintenance through to personal care. With a track record of having delivered various health, wealth and care services since 1840, today Australian Unity supports around 36,000 home care service customers. As the nation’s first member-owned wellbeing company, Australian Unity is committed to ‘Real Wellbeing’ for all Australians. Its promise of Real Wellbeing means so much more than simply physical health: it’s about standards of living and feeling safe in your home. It’s your personal relationships and being connected to your community. It’s about what you want to achieve in life and having the security to do what makes you happy. Prue Bowden, Chief Executive Officer for Home Health, said…

COMMITTED TO FOSTERING A CULTURE OF SUCCESS, Tyrepower is driving results through its retail members. Formed in 1977 by ten independent operators, today Tyrepower has stores right around the country. It’s this positive workplace culture that attracts talent and positions Tyrepower as an employer of choice – both in the industry and broader community. Tyrepower members know that the backbone of their success is their people and that empowering staff to reach their full potential and a positive culture not only impacts the happiness and satisfaction of staff, it affects results. And in a competitive employment market, it’s this culture that ensures Tyrepower’s staff levels remain at capacity so they can continue to deliver exceptional service to customers. To retain the amazing staff they employ, Tyrepower owners provide them with…

SPECSAVERS STORES ARE LOCALLY OWNED by expert optometrists and audiology professionals whose priority is to offer the best in eye and hearing care to their customers. Ever since the first Specsavers store was opened in Australia in 2008, Specsavers staff have remained focused on providing the very best outcomes for patients. Take, for example, Sydney customer Lisa Bienkiewicz, who recently had an eye test at her local store and the optometrist detected a suspected melanoma in one of her eyes. For obvious reasons, the customer left the store in tears. Seeing this, store manager Jazz Lundt took the initiative to follow the customer out of the store to the carpark, where she comforted her and encouraged her to connect with a friend for further support. In returning to the store,…

FORMED IN 1977 BY TEN INDEPENDENT RETAILERS, today the Tyrepower Group operates in all states and territories and is the largest independent tyre retailer in Australasia. Powered by retail members who retain control over their own business (without the complexity or costs associated with franchise arrangements), Tyrepower stores offer customers flexibility, savings and value for money while providing first-class product knowledge and friendly customer service. “Every Tyrepower member is uniquely positioned to offer a wide range of quality products without being tied to one brand,” says Dale Klompmaker, General Manager, Tyrepower (WA), “so we can dynamically meet customers’ needs with the safest, best-value solution.” As a group, Tyrepower members set and measure objectives to make every client feel special. They also actively grow their service offerings to be more than…

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It’s eight o’clock on Christmas morning, and Uncle Tom says he wants to listen to the news. My 11-year-old self is wondering why on Earth grown-ups would be interested in the news when there are important things to be done, such as handing out presents. And then, while I am only half-listening to the radio broadcast, something weird happens: the boring newsreader begins talking about a Christmas message from the Vatican. Hadn’t we heard that report earlier? My older brother, Colin, figures out what’s happening. “Pete, Pete, it’s a tape recorder! We’ve got our tape recorder!” It finally dawns on me: Uncle Tom and my dad recorded the news and are playing it back now. I think it’s quite rare to experience real excitement over a present. Children are as…

“IF THE ENGLISH LANGUAGE MADE ANY SENSE, LACKADAISICAL WOULD HAVE SOMETHING TO DO WITH A SHORTAGE OF FLOWERS.”— DOUG LARSON, JOURNALIST As anyone who’s sat through an English exam can tell you, as a language English is baffling. And yet, somehow, the average native-speaker has managed to learn 42,000 words. Granted, many are of the a, the and but variety. Still, few of us know how the words we utter were derived or what they really mean. What follows is a hodgepodge (there’s a good word) of fun facts about the language that gave us Shakespeare, Hemingway, Dickens and those idiots on Twitter. THE STORY BEHIND THE WORD Did you know that the word muscle comes from the Latin musculus, which means ‘little mouse’? Apparently, the ancient Romans thought that…

was born in London in 1976. His international breakthrough as an actor came with the title role in the cult TV series Sherlock. This was followed by feature films such as Tinker, Tailor, Soldier, Spy and Star Trek Into Darkness. His portrayal of the mathematical genius Alan Turing in The Imitation Game – A Top Secret Life earned Cumberbatch an Oscar nomination for Best Actor in a Leading Role in 2014, and his role in the award-winning drama The Power of the Dog another. He has been married to director Sophie Hunter since 2015. The couple has three sons and the family lives in London.…

When I visit the supermarket it feels like every single item has become more expensive. Even if that’s not true across the board, once you get to the checkout those extra costs here and there really add up. Some staples have jumped up significantly. According to Morgan Stanley Research, food prices have risen by 65 per cent globally in the last two years. So how do you combat the creeping cost of your groceries? Here are some simple tricks you can try that’ll reduce your spend and help you get the best value for your money. 1 PLAN WHAT YOU NEED TO BUY There are a few advantages of thinking ahead before you get to the supermarket. First up, meal planning is a great way to ensure you have enough…

Impawsible Task A man hates his wife’s cat, so he drives it to a park and leaves it. As the man arrives home, the cat is walking up the driveway. The following day he drives the cat to the next suburb, boots it out, and heads home. Once again, the cat arrives home before him. Finally, he drives 20 kilometres, turns right, then left, and over a mountain to a thick forest, and leaves the cat there. Hours later he calls home: “Jen, is the cat there?” “Yes,” she says. “Put it on. I’m lost in the forest, and I need it to give me directions home.” CATSAREONT Mind Your Language The linguist’s husband caught her in the arms of another. “Susan,” he said, “I’m surprised!” “No, I’m surprised,” she…

I DREAMED OF BECOMING A BORDER GUARD, THEN A TRANSLATOR, AND THEN A DIPLOMAT. VOLODYMYR ZELENSKYY, PRESIDENT OF UKRAINE I don’t define myself by my job. I’m not just a doctor. I’m not just a comedian. I’m not just an annoying overactor. I persisted in annoying the world for decades, and the world relented. I’m just me.KEN JEONG, ACTOR Bach, Beethoven, Bo Diddley, it’s the same 12 notes. That’s all we have, and it’s up to each of us to create our own unique sound.QUINCY JONES, MUSICIAN There are no passengers on Spaceship Earth. We are all crew.MARSHALL MCLUHAN, SOCIOLOGIST WE NEED TO START FROM INCLUSION. AS THINGS ARISE, I HAVE CONFIDENCE WE CAN FIGURE IT OUT. BUT WE CAN’T START AT THE OPPOSITE.MEGAN RAPINOE, SOCCER PLAYER Animals are such agreeable…

Every auntie I know has a kitchen drawer containing a carefully maintained collection of yoghurt dabbas. Dabba is a pan-Indian word for ‘box’, but it refers to all manner of containers, too. Like the Hindu concept of reincarnation, dabbas live many lives; the 750-millilitre containers that hold the yoghurt we buy at the supermarket and eat every day are saved and washed, and washed again. The reused dabbas end up storing leftovers, religious offerings and potluck contributions. They pass from house to house, living in the drawer, the fridge or the pooja room where the morning prayers are recited. Sometimes they are even returned to their original owners, full of some other delicious food. This is a fairly advanced manoeuvre and one only the elder aunties manage – recognising their…

Christmas at my house meant fresh pine boughs wrapped around the banister with velvet ribbon, candles in every window, and homemade dinners for 20 cooked by my mother. She grew up as the only girl in a house full of four brothers, so when she had a home of her own to decorate and two daughters to dress up, she didn’t hold back. Christmas was a month-long ritual we waited for all year, running errands in our matching red coats. On Christmas Day, we’d open the wreath-covered front door to welcome cousins and aunts and uncles. Over the years, the dining room table – from my father’s own childhood as one of 13 siblings – was adjusted to expand as partners, then spouses, then kids crowded around, my mother holding…

The holidays are coming and chaos is upon us. You may be navigating crowded car parks in the heat, shuffling from one holiday party to the next, not to mention trying to avoid recently arrived relatives. Amid this chaos, you might experience time a bit differently. You might forget what day it is. New Year’s Eve might sneak up on you when Christmas felt like it was just yesterday. And before you know it, the holidays are over, the nuts and chocolates are gone, and the relatives have packed up and left. That’s not the only way your sense of time may be a bit distorted over summer. While sitting around and reflecting on past holiday seasons, you might find last Christmas feels just like yesterday. In fact, it might…

1. meringue – A: lemon custard. B: whipped topping. C: spicy eggnog. 2. sieve – A: halve. B: mix. C: sift. 3. bain-marie – A: water bath. B: wedding cake. C: steamed bun. 4. crêpe – A: rolled cookie. B: thin pancake. C: Danish pastry. 5. unleavened – A: made without yeast. B: preservative-free. C: unsweetened. 6. cardamom – A: almond paste. B: flower garnish. C: gingery spice. 7. infuse – A: light on fire. B: steep in liquid. C: heat gradually. 8. profiterole – A: candied pecan. B: plum pudding. C: mini cream puff. 9. compote – A: fruit cooked in syrup. B: vanilla buttercream. C: biscuit crumb base. 10. pâtissier – A: piping bag. B: pastry chef. C: baking competition. 11. dredge – A: coat by sprinkling. B:…

WHO DOESN’T WANT A SIMPLE streamlined process at tax time? H&R Block understands that tax time can be a stressful time for many, so the company does its utmost to ensure not only that its clients receive the maximum tax refund they are entitled to, but that completing their tax returns is as stress-free as possible. Standing behind their work, H&R Block is dedicated to delivering outstanding customer service and maximum refund guarantee. To continually add value to the client experience, H&R Block implements new programs, services improvements and technology products based on customer feedback. In 2022, Australia’s leading tax preparation firm launched a receipt capture app and a credit reporting platform, both of which are free to new and existing clients. Offering a range of tax and specialist accounting services,…

SINCE LAUNCHING IN 1969, Royal Caribbean International has been known for driving innovation at sea and continuously redefining cruise holidays. Each successive class of ships is an architectural marvel, pushing the envelope of what is possible on a cruise ship. “Onboard, we’ve debuted countless industry ‘firsts’, such as rock climbing, ice skating and surfing at sea, to capture the imagination of families and adventure seekers alike,” said Kathryn Lock, Director of Marketing. Sailing to the world’s most popular destinations, Royal Caribbean’s new, revolutionary era of cruising will set sail in early 2024 with the first Icon Class ship, Icon of the Seas. Closer to home, Royal Caribbean is excited to bring the ultimate multigenerational family holiday back to Australia in summer 2022-23 with the innovative Ovation of the Seas sailing…

SINCE THEY LAUNCHED IN 1998, Australian Seniors have helped protect the financial future, valuable assets, and long-planned retirement of older Australians from all walks of life. Meeting their vision of providing easy-to-understand insurance for the over 50s market, Australian Seniors’ high-quality products, award-winning customer service team, and customer-first approach, have been recognised by both their customers and the wider industry. Australian Seniors are committed to delivering the best possible customer experience. They understand that customers expect a high level of service, which is why their dedicated sales, support and claims specialists are based in Australia, so customers can be confident they will always be able to speak with a real person and not a machine. The Talent Acquisition team and managers ensure the right personnel are working for Australian Seniors,…

HEARING AUSTRALIA PUTS CLIENTS AT THE CENTRE OF EVERYTHING IT DOES. Just ask Roy Hansen (above), who has been a happy Hearing Australia client for 75 years. “My adventure with Hearing Australia began when I was a mere fledgling back in 1947,” says Roy. “I was young then too, just 21, and newly returned from RAAF service in the Philippines. Lucky for me Hearing Australia, or Commonwealth Acoustic Laboratories as it was known then, was there to help me. And now, 75 years on, it continues to keep me in touch with my family and friends and with what’s going on in the world.” Just like Roy, Hearing Australia’s longest client, the hearing services provider is celebrating a milestone of its own this year – its 75th birthday. Hearing Australia…

WHEN YOUI OPENED ITS DOORS more than 15 years ago, the fledgling company was determined to do things differently to other insurers. Youi wanted to build a company that had its customers at the heart of everything it did, from products, to service, to its name. It is why it was called Youi, because Youi is all about ‘You Insured’. With this spirit of doing things differently, Youi also created a unique approach to customer service. For starters, Youi asks more questions than most insurers when you’re getting a quote. By taking the time to know you, you get a policy that reflects what’s happening in your life at that moment in time. “It’s why we are known as being ‘insurance for individuals’,” said Jess Vos, Escalated and Lodgement Team…

FOR NEARLY 70 YEARS, one thing has continued to set Blue Care apart from other home care services in Queensland: its commitment to empowering its clients to live life in the way that makes them happy. Blue Care’s story began with one person’s genuine desire to serve Queenslanders and improve the lives of those in need of care. Today, its people make more than 3.5 million visits to Queenslanders each year, providing the same holistic care, service and companionship that’s been its hallmark from the very beginning. Blue Care’s focus on individuals has helped it become one of Queensland’s largest and most trusted providers of in-home care, residential aged care, disability services and retirement living, with a dedicated and passionate team of more than 8000 people. At the core of…

BRIDGESTONE NETWORK TAKES OUT QUALITY SERVICE AWARDS FOR INDEPENDENT CAR SERVICING. Australia’s Most Trusted Tyre Brand, Bridgestone, has proven its outstanding service goes beyond tyres by claiming Gold for Independent Car Servicing in the Quality Service Awards. Bridgestone offers auto servicing through its national network of Bridgestone Select stores, and through its focus on delivering expert advice for the individual needs of customers. Bridgestone has built on its success in the Tyre Retailer category to continue to earn the trust for motorists’ mechanical and servicing needs. As part of the company’s global mid-long term business strategy, Bridgestone is undergoing an evolution towards a sustainable solutions company. At the core of its operations is Bridgestone’s E8 Commitment – its eight E values: Energy, Ecology, Efficiency, Extension, Economy, Emotion, Ease and Empowerment.…

MULTI-AWARD-WINNING INTERNET SERVICE PROVIDER Aussie Broadband has been keeping Australians connected since 2008. Because it cares about the needs of Australians, the telco focuses on high quality and great value using the very latest technologies. With its customer service staff all located in Australia, Aussie Broadband empowers staff to fix issues with customers on the first call. “Our call centre staff do not use scripts other than for compliance purposes, and we strive to explain everything in plain English to communicate clearly. If customers have an internet issue, we work hard for it to be resolved,” says Nikki Kovacevic, General Manager Residential Customer Service. That’s because Aussie Broadband loves to go above and beyond for its customers. Apple and Android phone users can download the ‘MyAussie’ app to access instant…

ON A WORK TRIP TO THE USA IN 1972, Neville Kennard, the Managing Director of Kennards Hire at the time, saw his first ‘mini storage’ property, which opened his eyes to the possibilities here in Australia. On his return, he built his first 20ft x 10ft storage units behind the Kennards Hire Centre at Moorebank in Sydney – Australia’s first self storage. Today, Neville’s three sons, Sam, Walter and Jim, independently own the Kennards Self Storage Company which has now grown to 98 locations across Australia and New Zealand, with another ten opening in 2023. Today, Kennards proudly boasts being one of the largest Self Storage Operators in Australasia. Team members go through extensive and ongoing training and acutely understand that when customers need storage space, they are often going…

Acquiring new customers can be 5 times more expensive than retaining existing customers. Harvard Business School 48% OF CUSTOMERS SAY THE PANDEMIC HAS RAISED THEIR CUSTOMER SERVICE STANDARDS. Zendesk 33% OF CUSTOMERS ARE MOST FRUSTRATED BY HAVING TO WAIT ON HOLD. 33% ARE MOST FRUSTRATED BY HAVING TO REPEAT THEMSELVES TO MULTIPLE SUPPORT REPS. HubSpot Research 89% of companies with ‘significantly above average’ customer experiences perform better financially than their competitors. Qualtrics XM Institute 79% of business leaders polled agreed that customers are smarter and more informed now than in the past. 88% of respondents agreed that customers have higher expectations than in the past. Hubspot Research, 2022…

A Constant Companion The COVID-19 pandemic affected everyone and engulfed the world in despair and sorrow. Fortunately in those testing periods, there was a ray of light that shone on us readers. Reader’s Digest accompanied me through lonely times and helped me escape the walls behind which I had been confined. So while I thank you for all the amazing information and entertainment, I especially thank you for being a friend when I needed one most. MONEEBB YASIN CHAUDHARY Flying In The ’50s I was quite amazed reading Keith Knott’s story of his experience flying to London from Salisbury, Rhodesia, in 1956 (My Story, October), I might have been on the same plane! My parents both worked for Central African Airways and that year I flew to London to train…

When fishing boats drag a net along the seabed, it can scrape away and destroy marine life. Although illegal in many parts of the world, Paolo Fanciulli, who has been fishing sustainably for decades off Italy’s Tuscan coast, noticed the ocean floor turning into a wasteland and fish populations shrinking. Although he lobbied authorities to sink concrete blocks that would catch and tear illegal trawlers’ nets, it wasn’t enough. In 2013, Fanciulli thought of a way to add more obstacles to the sea floor while attracting attention to the cause: an underwater sculpture park. Now, thanks to artists and a donation of marble blocks, 39 sculptures, including human figures, are on the ocean floor. Trawlers have left the region, and fish populations are returning to normal. A bonus: snorkellers and…

I thought business cards had gone out of fashion in the digital age – but I was wrong. I attended a conference recently, and everywhere I looked I saw people swapping small rectangles of cardboard, exchanging contact details in one quick move. How reassuring to know that your new acquaintance has a lasting record of you – rather than having to rely on their memory. After all, remembering names is one of the hardest learning tasks of all. And, if someone doesn’t take your card, there’s little hope of them knowing your name beyond this conversation – right? Well, partly. If you leave it to chance, they probably won’t keep your name in their head long. However, there are some easy ways to imprint your name on their brain. •…

Kim Fry, a teacher in her 40s, tries her best to live by her values. Fry’s commitment to progressive causes informs the way she approaches her family, her job as an educator and her relationships. She’s aware that her dedication to left politics may seem over-the-top to some people, and she’s fine with it. Those in her carefully chosen network largely understand – and share – her principles. So Fry was alarmed when, well into the COVID-19 pandemic, people in her circle started posting conspiracy theories and vaccine myths on social media. “It was scary,” she says. “These are people I felt politically aligned with – in some cases for more than two decades.” Fry shared resources and tried to engage in healthy debate. But with one long-time friend, she…

The over 60s have experienced a lot of life – in the home, at work and as citizens. Some of these experiences were pleasant, others less so. Their life lessons offer some valuable insights that can benefit young people. Reader’s Digest asked older people all over the world: What are you proud of? What would you do differently in retrospect? What are you (still) hoping for? And what is your advice to the younger generation? Nurture Your Relationships “Take responsibility in your marriage or partnership. Don’t split up immediately when difficulties arise, instead work through them together. Doing so will strengthen your relationship and will ultimately make you happy. This is even more important when it involves children.” Richard Kochling, 74, Germany “I hope that you develop a hobby at…

It was mid-December 2015 when 18-year-old Froghuddin Sayedy turned a corner onto Roncalli-platz, the square in front of Cologne Cathedral. He stopped in amazement, not because of the overwhelming sight of Germany’s largest cathedral; he’d seen it before. It was because a huge tree, maybe 25 metres high, had appeared. How could it have grown there so quickly? he wondered. And why were there lights on it, and decorations? The Afghan refugee had no idea what Christmas, Christmas trees, or pretty much anything in this cold country were. When he had crossed the border in August, he spoke only Dari and Pashto (the official languages of Afghanistan), plus some English. “I thought I might be somewhere in Russia,” he says. But on the way to a refugee centre, he recognised…

ESTABLISHED IN 1840, Australian Unity was the country’s first member-owned wellbeing company, delivering health, wealth and care services. Being a member-governed company (or mutual) gives Australian Unity the freedom to invest money back into the services and solutions that matter most to its members. Starting out as a provider of retirement living through the acquisition of existing retirement communities, Australian Unity has grown to become a developer of new retirement communities throughout New South Wales, Victoria and Queensland, as well as a provider of aged care, home and disability services. Beverly Smith, Executive General Manager of Residential Communities, said community connectedness is one of the seven pillars of Australian Unity’s Wellbeing Index and is a guiding principle of our holistic model of care called Better Together®. “This model of care…

FOR NORWEGIAN CRUISE LINE (NCL) THE GUEST EXPERIENCE IS ITS HIGHEST PRIORITY. NCL’s Guest First philosophy puts the guest at the heart of every decision the cruise line makes. Their newest ship, Norwegian Prima – the first of six new Prima Class ships, launched in Iceland in August with the help of global superstar Katy Perry – is a direct result of this philosophy in action. “We listened to our guests about what they love most about NCL when designing the Prima Class,” says Ben Angell, VP & Managing Director NCL APAC. “On Norwegian Prima, for example, we increased the size of The Haven by Norwegian – our unique ‘ship-within-a-ship’ concept – and introduced nine new food and beverage concepts to ensure dining on board is as varied as you…

ALINTA ENERGY IS COMMITTED TO GETTING THE BALANCE RIGHT between affordable and reliable energy, allowing everyday Australians to enjoy their day-to-day energy with their hip pocket front of mind. As both a retailer and generator of power, Alinta Energy works every day to make that a reality. The Australian energy company sells gas and electricity to over one million customers and employs 800 people across Australia and New Zealand. In Western Australia, it operates in the Pilbara and the south west, including Perth. Further east, it is located in South Australia, Victoria, New South Wales and South East Queensland. As well as working on making energy more affordable, Alinta Energy is also directly investing in or underwriting renewable generation and innovative projects across Australia. These include solar power, battery storage…

IT’S A FACT THAT BETTER HEARING LEADS TO A BETTER LIFE. At bloom™ hearing specialists, they believe that better hearing is a journey rather than a destination and with every consultation and every technological advancement comes a new opportunity for customers to bloom and experience life more fully. “This notion of constant improvement is the core of bloom™ hearing’s offering and, we believe, is the best way to better hearing,” says James Benston, Managing Director ANZ. “We know that by steadily improving our customers’ hearing, we steadily improve their lives, too.” By seeing customers on a regular basis and providing them information through its omni-channel communication approach, bloom™ hearing certified clinicians educate and support them on their hearing journey. The clinicians are committed to ongoing professional development to keep abreast…

FEROS CARE ENABLES PEOPLE to live happier, healthier and better-connected lives through home care services. The all-inclusive charitable organisation has been trusted by thousands of older Australians for over 30 years. A proud leader in the technology space, their multifaceted approach to customer care service ensures clients can manage their services in a way that suits them – including via the MyFeros customer portal and app. MyFeros enables clients to view and change services, see their home care budget and message Feros Care team members directly. They value open and honest feedback from clients, and review offerings and services via regular face-to-face and virtual panels. Comprising of clients, prospective clients, family members and carers, the panels reflect a mix of ages, genders, perspectives and other demographics. “The feedback from client…