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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Are Aged Care providers listening to clients and staff?

•  Aged care | Complaints | Continuous improvement • Author: Dr. Jason Price

Australian Aged Care providers need to create a positive organisational culture towards complaints if they're to build consumer trust, improve services by learning from feedback, and meet the complaints requirements of the 2019 Aged Care Quality Standards.

This article was first published in the Nov/Dec 2019 print issue of Australian Ageing Agenda magazine and online in Jan 2020.

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Keywords: Australia, Organisation culture, Quality standards, Royal Commission, Process improvement

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When does an organisation's culture prevent learning?

•  Complaints | Continuous improvement | Strategy | Government | Aged care • Author: Dr. Jason Price
The way an organisation listens to, and learns from, customer feedback and complaints makes a definitive statement about whether it has a culture of continuous improvement that puts customers first.
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Keywords: Change management, Organisation culture, Leadership, Employee attitude, Australia

Aged Care Standards (c) Australian Quality and Safety Commission

Putting consumers at the heart of Australia’s Aged Care Quality Standards

•  Aged care | Customer experience | Continuous improvement | Government • Author: Dr. Jason Price
On 1st July 2019, the Australian Government launched new Quality Standards requiring Aged Care service providers to put the consumer at the centre of service provision. How effective are quality standards in establishing a consumer-centric culture?
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Keywords: Quality standards, Royal Commission, Australia, Organisation culture, Business change

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

•  Customer experience | Hospitality • Author: Dr. Jason Price

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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Keywords: Case study, Australia, Organisation culture, Employee attitude

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