30 September 2019
Business leaders have been saying for years that culture is important to business success . Nearly three quarters of employees state that a deterioration in company culture would make them look elsewhere for a new job . It’s a factor for customers too, with numerous research studies showing links between customer satisfaction, employees’ attitudes and the organisation having a positive, customer-centric culture.
The way an organisation listens to, and learns from, customer feedback and complaints makes a definitive statement about whether it has a culture that puts customers first.
Organisation culture and values, in practice, come from three things:
1. The decisions and actions of its leadership
2. The processes, systems and policies that are put in place
3. The actions and attitudes of its employees, who deliver the products and services
Let’s explore this, using examples from the Australian Aged Care sector, Policing and Local Government.
18 July 2019
Transforming service performance : Putting consumers at the heart of Australia’s Aged Care Quality Standards
In some sectors, we’ve seen a focus on social media and multi-channel blended technologies, with chatbots and artificial intelligence mining customer data in an attempt to learn how to best predict a consumer’s needs and preferences.
For all these different initiatives and buzzwords, there’s still one common factor that all organisations wishing to improve service need to tackle – and that’s creating a responsive, learning culture that puts the consumer at the heart of service delivery.
11 February 2019
Who's looking at your Tableau Public visualisations?
8 November 2018
24 November 2017
What matters, is what you do next – because how you handle the situation makes the difference between customer disappointment and negative word of mouth, or improved loyalty, satisfaction and advocacy.
Let’s look at my recent experience of hiring a rental car from New Zealand based Ace car rentals for a case study in customer service and complaints good practice.
26 September 2017
22 February 2017
That’s not a phrase you’d expected to hear from organisations priding themselves on outstanding customer service, but it’s the message I received from half the major hotels I approached whilst researching course venues in Sydney, Australia, last week.To say I was surprised was an understatement. It did, however, resolve the issue of what topic to discuss in my next blog post!
What lessons can we learn from this impromptu mystery shopping exercise about the critical role of front line staff in creating a positive customer experience and generating sales?
9 July 2015
What is the Rosemary Anne Price Research Award?
During my research degree, I had the benefit of gaining some scholarship funding to attend a conference in the US that helped me on the way to completing my PhD. I was generously supported by the Kathleen and Margery Elliot Scholarship Fund in Birmingham, UK.
My mother, Rosemary, died from Multiple Sclerosis in 1991. Inspired by my study experience, I set up a similar bursary award scheme in conjunction with the UK Multiple Sclerosis Society. The Rosemary Anne Price Research Award helps support two promising research students to attend the bi-annual MS Frontiers research conference.
13 June 2015
For those involved in managing an organisation’s response to customer complaints, this raises some thought-provoking questions:
- What is it that makes some people complain, whilst others do not?
- How can we influence human behaviour and encourage people to make their complaints?
- How do employees handle human emotions and does this affect our performance?
performance. Can we really translate the day-to-day reality of dealing with human emotions into these kinds of business performance metrics?
26 March 2015
Leading management author, Ken Blanchard, has written extensively  about how customer service employees make the difference in providing an exceptional customer experience.
6 March 2015
From the day we’re old enough to understand that a knife and fork aren’t for decoration on the dinner table, we’re taught the difference that setting and achieving high standards makes in all aspects of life.
29 January 2015
17 November 2014
Start by seeing how your people manage complaints…
Organisations in both the private and public sectors are continually on the lookout for new ways to balance the challenge of improving customer service whilst containing, or reducing, costs.
- Customers can’t usually choose to go somewhere else for their services
- Services may be subject to legislative procedures and processes
- Councils can’t choose not to provide services to unprofitable customers.
17 July 2013
We offer this discussion of the results as a prompt for you to think about your own organisation’s position and the progress you’re making in the areas of our survey.
- Customer experience
- Business leadership
- Business efficiency
13 March 2013
1 March 2013
21 February 2013
I’ve started the year by studying two key analyst reports and launching a new survey to find out more about the headline issues they've highlighted.
16 November 2012
I’m talking about FedEx. How did this organisation warrant the prize of being a feature case study in customer service excellence?
8 October 2012
Is the key to banking customer service being “socially useful?”
15 August 2012
With this range of opinion, how can business executives decide whether social media is something that really matters when it comes to prioritising budgets for complaint management?