Our thinking on the customer service experience

Private and public sector organisations both face a constant service challenge: to understand, meet and exceed the demands of their customers, whilst also improving business performance and controlling costs.

Our thinking presents articles and discussions on the issues, case studies tools, techniques and key lessons that organisations can learn from in their journey to improve the customer experience and put service first.

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When does an organisation's culture prevent learning?

The way an organisation listens to, and learns from, customer feedback and complaints makes a definitive statement about whether it has a culture of continuous improvement that puts customers first.
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Putting consumers at the heart of Australia’s Aged Care Quality Standards

On 1st July 2019, the Australian Government launched new Quality Standards requiring Aged Care service providers to put the consumer at the centre of service provision. How effective are quality standards in establishing a consumer-centric culture?
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Is your organisation 'customer-centric' yet? A simple test to find out

Customer experience is repeatedly listed as a top priority for senior executives. Does your organisation pass this simple test?
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Human factors: how complaints psychology affects business performance

How do customer emotions affect the way an organisation should respond to customer complaints? Psychology research can help us with the answers to this question.

This article was featured in SOCAP Australia's Consumer Directions magazine • June 2015

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Employee attitude can create a stellar customer experience

An employee's attitude can create a stellar customer experience. This New Zealand Local Government case study describes how one person's dedication and commitment created an exceptional customer experience.

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Improving Local Government's customer experience

Whether the pressure comes from customer feedback, outside organisations, elected politicians or budget changes, it’s clear that Local Government faces constant demands to keep the standards of services high and demonstrate good value for taxpayers’ money.

So how does a council raise its customer service game and improve its customer service experience when it has fewer options available than the private sector?

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