How to create a customer obsessed business
Improve the CX

How to create a customer obsessed organisation

Creating a customer obsessed organisation doesn’t require lots of money or huge change programs. We share 20 great tips taken from companies that are madly obsessed with providing a great customer experience that you can implement today.

Stop karate chopping your customers
Improve the CX

Stop karate chopping your customers

Karate Chopping your customers is when you push someone to self-service without offering to help first – it’s poor form as Daniel Ord explains.

The change role of the contact centre
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Changing role of the contact centre

There is no question the role of the contact centre is changing as customer preferences change – which is why we recommend this one key process.

Customer Service Tips for Millennials
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Customer service tips for millennials

These customer service tips for millennials will help you improve the CX for the most dominant spenders on the planet cause they are ‘kind of a big deal’.

Proactive customer support explanation
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What is Proactive customer support?

Proactive customer support is a term we are starting to hear more often and it promises to deliver an improved level of service for your customers. We explain what it is and why you should be doing it.

Improve the CX

9 Recommendations for implementing NPS

If you are using, or thinking of implementing NPS (Net Promoter Scores) we share 9 recommendations for implementing NPS Into your business to measure (and improve) the customer experience.

How to improve first call resolution
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How to improve First Call Resolution

Its one of the key drivers of customer satisfaction so we share some tips on how to improve first call resolution along with some help on how to measure FCR.

The Medibank Customer Service overhaul 2019
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Medibank customer service overhaul

In welcome news for their long-suffering customers, the CEO has announced a Medibank customer service overhaul after years of poor service takes its toll.

Improve the CX

The Census Hotline Disaster

Another census, another census hotline disaster! With digital channels emerging this one was supposed to be easy but of course nothing went to plan…

The cost of bad customer service in Australia
Improve the CX

The cost of bad customer service in Australia

What is bad customer service costing your organisation? According to the latest research Australian businesses lose over 122 Billion dollars by not providing a great customer experience. Thankfully there is one simple solution to help improve your customer service that is free to implement and costs nothing to purchase.