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Moments as transformative experiences
Creativity and the Quest for Ideas
Getting on board the value train
The power of metaphors
Examples of companies achieving success through the success of their teams
The Alfred handles a number of health, and life threatening conditions including heart and lung transplantation, burns, artificial heart technologies, haemophilia, HIV and bone marrow transplantation. They combine this ‘technical focus’ with excellent service and in 2015 was recognised as an ABA100 Winner for Service Excellence in the Australian Business Awards.
The Physio Company
The Physio Company are constantly up near the top of best companies to work for in Australia. They value their staff and create a culture of service to their customer.
Atlassian … from local to international
Atlassian started as an idea between two friends and grew from it’s base in Australia to be the multinational company it is today.
DHL … the importance of commitment from the top
DHL provides domestic and international delivery services to over 8 million customers, in 120,000 destinations using over 60,000 delivery vehicles and with approximately 300,000 employees. wow! that is quite a significant level of activity! The company’s customer service motto is defined as KPH (Knowledgeable, Polite and Helpful).
To give you an idea of their customer service culture, DHL answers 90% of all calls within 10 seconds and all complaints and compliments are able to be put through direct to the CEO … signifying the importance of commitment from the top.
The Good Guys
The Good Guys attribute their strong customer loyalty and advocacy to a service culture based on their C.R.E.A.T.E framework. Spelling out this acronym gives ‘Contacting Customers’, ‘Relationship Building’, ‘Exploring Needs’, ‘Art of Demonstration’, ‘Total Solution Recommendation’, and ‘Ensuring the Sale’. C.R.E.A.T.E has been proven to lead to greater customer loyalty and higher customer advocacy.