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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When does an organisation's culture prevent learning?

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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How to ACE customer loyalty after a complaint

When things go wrong, what marks out a world-class organisation is how they handle, and respond to, a customer's complaint. How did New Zealand's ACE car rentals turn a customer complaint into customer loyalty?

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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Human factors: how complaints psychology affects business performance

How do customer emotions affect the way an organisation should respond to customer complaints? Psychology research can help us with the answers to this question.

This article was featured in SOCAP Australia's Consumer Directions magazine • June 2015

Galaxy image by Miriam Espacio from Pexels

Employee attitude can create a stellar customer experience

An employee's attitude can create a stellar customer experience. This New Zealand Local Government case study describes how one person's dedication and commitment created an exceptional customer experience.


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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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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