How to Stay Connected With Changing Customers

One thing that organisations need to do more regularly is listen to their customers and be on the front line with them so they can physically see what influences their behaviour. Just because we are experiencing a change in economic times doesn’t mean that customers are not willing to pay a premium for your service and be less price-sensitive. Leaders …

Clarity and Optimism for an Exceptional Customer Service Future

It’s easy to imagine a world where your entire team has a heart for service at their core. An ideal scenario is a customer service team that arrives at work each day with the passion to genuinely interact with your customers with the full support of the leadership group. But to get to this point can’t be left to chance. …

Innovative Customer Service Solutions

Resources are all being stretched as much as possible. It’s definitely not the time to add more personnel to your payroll (although counter arguments could suggest this will cost in the short term, but bring results in the long term), so how do you find the time and resources to invest in driving improvements to customer service? The entire organisation, …

Delivering Credible Customer Service with Energy

Remember the CEO who created Hawaiian Shirt Day? Is it OK for him or her to feel slightly powerless and self-conscious about lacking credibility? This is quite normal, especially when it comes to transforming improvements in customer service as you typically get one chance to get it right so you want to have the message delivered with impact. Communicating the …

Aligning Customer Service with Accountability

“The board wants to see an increase in customer loyalty by 10 per cent this quarter, now go out there and make it happen,” says the CEO in the Monday morning meeting. Organisations who think of customer service as an overarching title of setting metrics and targets throughout the organisation will find these to be very unattainable. Internal processes and …

Businesses Focus on Customer Service in 2017

Staff engagement and customer service are front and centre in business leaders’ plans to steer through the current lean times — that was the overriding message at a recent Australian Institute of Management WA and WestBusiness ‘CEO Voice’ roundtable event held at the end of 2016. Many Western Australians would agree that customer service is something that can certainly be …

Why Technology Changes Customer Expectations

What do you think of some of the tech trends of 2016? I am already seeing some gadgets advertised for next year too and it is definitely exciting. I wrote a blog a few months ago about technology and its relationship with human interactions. I got some great feedback, but I missed a fundamental issue. Whilst my blog covered how …

Give the Gift of Customer Service This Christmas

It’s hard to pinpoint exactly when the term customer service started circulating. All we know is that it has been around for quite some time. One notable date in history was on 8th October 1992 when then president, George Herbert Walker Bush, proclaimed to United States Congress that the first week of October be observed as National Customer Service Week. …