Implementing a Customer Experience Framework

Solid foundations aren’t the only thing that make a building stand. It is the things that you put on top of those foundations that need to be done correctly; otherwise the building will fall over. With customer experience management, these foundations have already been set, but we need to look at what it is we are doing to make those …

How to Coordinate Customer Experience

We now know that a successful customer experience management framework requires coordination. Or, in other words, the first level requires stable foundations. Customer experience management is the tool and process to make more sense out of the things that you do, as well as give structure to the things you need to do ongoing. There are four foundations for this: …

Developing a Framework to Manage the Customer Experience

Are you seriously thinking about customer experience in your organisation? Behind all of the buzz words there is a science; however, getting it right is not always that easy. Some people may say that customer service and customer experience are all about the soft skills in a business; in fact, many refer to this as ‘fluff’. Whilst the ‘fluff’ might …

What Aussie Businesses Must Do To Protect Against The Arrival Of Amazon

[Originally published by The Huffington Post Australia online on 17 July 2017]   Retailers need to focus on providing a better service experience to combat the giant. The first half of the year has gone just like that, and the second half will go just as fast and, before we know it, Amazon will no longer be on the horizon, …

McGowan’s cuts to public service may not serve the public well

[Originally published on the Sydney Morning Herald online smh.com.au on 4 July 2017. Syndicated to WAToday.com.au]   Western Australian government departments have been slashed by 40 percent since Mark McGowan became Premier with 41 departments becoming 25 under reforms. While these reforms might be fiscally responsible, how will the savings deliver “a more efficient public sector to deliver better services …

Poor Customer Service is Killing Perth Restaurants

I was one of the many Western Australians who immediately booked a table at the prominent East Perth restaurant, Amusé, when they announced in January they would be closing down for good. Within days, the website bookings were exhausted and there was a waitlist option only for the chance to dine before the doors closed in early March. So, why …

Top 20 Customer Service Complaints

Do you ever wonder what return on investment customer service training will bring? Training that focuses on driving customer advocacy will increase the chances of a positive return. However, this is often hard to see as senior executives are continually looking only at the bottom line results and wonder how customer service training will directly impact those. The answer lies …

Inside the Mind of a Customer — Is the Customer Always Right?

Leaders of organisations are continuously telling me they want to be more proactive with their customer service than reactive. Being reactive is okay in the sense that you can’t be expected to see your customers 24/7, which means there will be times when you are faced with a customer that you need to react to. Otherwise, organisations that empower their …