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...

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...

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...

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...

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...

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...

To motivate people we offer the promise of a future better to what they have now. The assumption being that if they're happy with the status quo they do not need motivating. Offering a better future is often the easy part - as an example, watch the number of people...