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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Parcel delivery

Brilliant basics: How FedEx delivered outstanding customer service

Simple attention to the basics of customer service can achieve spectacular results. In this case, FedEx delivered customer delight, as well as a parcel.

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