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 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.

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FEATURED ARTICLE
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What chocolate cookies teach us about customer service

When your customers just aren’t coming through the door, how can you still build trust and create a positive customer experience for them? And where does a chocolate cookie fit into the picture?

DoubleTree by Hilton took an innovative approach when facing the COVID-19 pandemic.

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We're a 5 star hotel, but we're not interested in your custom

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?

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