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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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?
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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.

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Why business process must never replace humanity in a contact centre

When a bereaved airline customer's needs don't fit your processes, should we prioritise processes or humanity? Here are three lessons for managers to learn about bringing humanity to their call or contact centre.

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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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