Organisations in the private and public sector face a constant challenge: to meet - and exceed - the demands of their customers, whilst improving business efficiency and controlling cost.
What does this feel like for the customer? What happens when organisations get it right - or very, very wrong?
This blog shares some of my thinking, advice and experience in some of the best, and worst, in customer service delivery.
We hear a lot of organisations - both public and private sector - talking about how they're changing to become more customer-centric. Many millions of dollars have undoubtedly been spent over recent years on business transformation, cultural change and strategic leadership initiatives that keep internal staff busy and management consulting firms afloat.
Customer experience is repeatedly listed as one of (if not the) top management priority for senior executives. Private sector businesses focus on it, whilst governments have legislated and regulated to demand public sector agencies raise their game to match the expectations set by the private sector.
So has your organisation hit the mark or not? How can you tell?