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?

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.


Online customer service own goals that'll break your business case

As organisations continue investing in online customer service, how can you avoid 'own goal' service delivery failures that undermine your business case for self-service?


Is your organisation 'customer-centric' yet? A simple test to find out

Customer experience is repeatedly listed as a top priority for senior executives. Does your organisation pass this simple test?
Key image by Hilary Clark from Pixabay

Improving service performance: why complaints hold the key

Customer service managers seeking to improve customer service performance need to consider whether to change their strategy, processes, structures, technologies or their organisational culture.

In this article, we look at the practical steps needed to improve customer service performance – and why complaints hold the key to achieving rapid results.


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?

Credit card image by Steve Buissinne from Pixabay

Brilliant basics are essential for good service: a case study of banking failure

Following a UK bank being voted the most complained about provider, its CEO stated that being "socially useful" was a way to rebuild customer trust.

A more basic requirement is addressing the process failures and disconnects that create poor customer service. This case study of a UK bank's customer service failure illustrates what it's like dealing with failed processes.


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