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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Improving Local Government's customer experience

Whether the pressure comes from customer feedback, outside organisations, elected politicians or budget changes, it’s clear that Local Government faces constant demands to keep the standards of services high and demonstrate good value for taxpayers’ money.

So how does a council raise its customer service game and improve its customer service experience when it has fewer options available than the private sector?

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Why social media matters in complaints management

With conflicting reports on its value to organisations, how can leaders decide whether social media is something that really matters when prioritising budgets for complaint management?

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