What we can learn from frogs I’ve spent many a night taking groups out on night walks in the Australian bush. One of the activities included on these walks were frog surveys, which always proved fun because frogs are such tricky little buggers in how well they can hide. A common method we’d use to…

“That was excellent!”. “Whoa, talk about brilliant service!” “I can’t believe what I just experienced.” These are the phrases and sounds of what creates a compelling difference for business. They reflect the real, rich and resonating experiences in which a customer is all the more likely to recommend, refer and advocate that business.   Customers…

The above statement challenges the commonly used motto “Treat people the way you want to be treated”. Within a customer service context this is often altered to the phrase of ‘Treat customers the way you want to be treated’. A key problem with using these mottos is that they are based on assumptions and within…

I believe a key element that can drive the delivery of positive experiences for customers is for all service personnel to be clear on the message they are communicating through their contact points. The majority of advice around the delivery of customer experiences is on the interpersonal and communicative skills. But if everyone else is…

What adds richness to our lives are partnerships. Wherever you look you’ll find a partnership. As examples; you need two hands to clap and contribute to raucous applause – sure you can bang pots and hit tables and throw in a few high shrill whistles but the clean sound of an applause is generated by…

Customer service is not servancy For this newsletter servancy refers to a practice where the business is a servant to the customer. It is the business practice of treating customers so value is delivered to the customer without consideration to the employees delivering that value. Whilst this might be the flavor of the times with…

One of my jobs as a Ranger when working with the NSW National Parks and Wildlife Service was to put on a wombat suit to entertain our visitors at shows, festivals and in and around Park visitor areas. Invariably the suit was sweaty from the last person and the heat of the suit meant that…

Imagine putting a big radar dish on your head and using this as a metaphor for the importance of listening when engaging with customers. It is through listening that you build rapport and can identify the unique needs of the customer. It is through listening that a customer feels valued. It is even through listening…

One of the things I love about being involved with the customer experience profession is the vast variety of perspectives you’re presented with each and every day. And the opportunities to build and flex your creative muscle. Brian Uzzi and Shannon Dunlap recently published an article in the Harvard Business Review (2015) titled ‘How to…

A common challenge faced by local business is managing the threat of a ‘similar store’ opening ‘just down the road’. Such challenges can become even more unnerving when there are real life examples all around us – for example, I’ve seen 3 suburban hardware stores go out of business following the opening of a nearby Bunnings store,…

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