Blog 2017-06-30T10:45:08+00:00

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Make the Wall Green

December 12, 2017|

I have been hanging out with some cool organisations in Australia that are doing some very simple yet effective ways of creating a customer – centric culture. An area that I think is grossly underrated in service organisations is celebrating the good news stories that come from customers and employees themselves. One of my clients [...]

We Make Customer Service In Business Far Too Complicated

December 5, 2017|

Do you know what heterogeneous means? As an author I am always stumbling across new words and my constant curiosity requires me to understand a new word when I come across it. According to Merriam Webster heterogeneous means; consisting of dissimilar or diverse ingredients or constituent. What a perfect word to describe human nature. We [...]

Don’t Ask If You Don’t Mean It

November 14, 2017|

There is no place for rhetorical questions in customer service Last week I travelled through a domestic airport, nursing a nasty head cold. The typical customer journey at an airport includes going through the security checkpoints, which involves interacting with multiple staff before eventually getting to your seat on the aircraft. Like most of us [...]

Lip Service or In-Service

November 9, 2017|

I sat starry-eyed and on the edge of my seat in the front row to hear from the CEO of an organisation. I wanted to be inspired, motivated and made to feel like I was part of a great culture. Unfortunately, as he began to address the team, I immediately sensed a lack of sincerity. [...]