What Inaugural Flights can teach us about Exceptional Customer Service

I wasn’t one of the passengers on board the inaugural Qantas Perth to London direct flight on Saturday evening. I was at home following the historic journey from gate to gate and, like many, was excited to witness the milestone unfold for both Australian aviation history, and future tourism prospects in Western Australia. I also got to reflect back to …

Measuring Return on Customer Service 3 of 15 – Productivity

Productivity, or an increase in productivity is the third of 15 focus areas that you can use to determine how well your organisation is tracking toward customer service excellence (also known as a return on customer service #RoCS). Productivity is the focus on the effectiveness of effort, or in other words the output as a result of input. In the …

Measuring Return on Customer Service 2 of 15 – Satisfaction

Satisfaction is the second of 15 focus areas that you can use to calculate and measure your return on customer service (also known as #ROCS). In the previous focus area, we talked about engagement, which differs immensely from satisfaction. Just because a team member is engaged in their jobs, it does not necessarily mean that they are satisfied. Measuring satisfaction …

Measuring Return on Customer Service 1 of 15 – Engagement

Engagement. This is the first of 15 focus areas that you can use to calculate and measure your return on customer service (also known as #ROCS). Firstly it is important to distinguish that there is a difference between ‘engagement’ and ‘satisfaction’ (and you can probably then guess what will be the second focus area in a few weeks’ time). Engagement …

Measuring Return on Customer Service

How can you measure whether your organisation is getting a return on customer service? Overall, as I have written about previously, there are four overriding rewards that stem from the delivery of exceptional customer service. These are: Return on people performance; Repeat business or visitation; Recommendation through positive word of mouth; and Recognition by industry and the wider community. Whilst …

Responsibility Mindsets to Manage the Customer Experience

In the four areas of customer experience management we need to break down the responsibility mindsets. Particularly for lager organisations, this ensures that the right people are allocated to certain areas of the framework. For smaller organisations that do not have a number of people, or even a dedicated person for that matter working on customer experience, the responsibility mindsets …

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: …