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 videos, 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.
Not the customer experience you'd expect from a premium hotel, but the results of approaching five leading providers in Sydney, Australia as potential training venues. What lessons can we learn about the critical role of front line staff in generating sales by creating a positive 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.
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?
Simple attention to the basics of customer service can achieve spectacular results. In this case, FedEx delivered customer delight, as well as a parcel.