by John | Sep 20, 2016 | Uncategorised
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...
by John | Jul 16, 2016 | Uncategorised
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...
by John | Oct 1, 2015 | Uncategorised
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...
by John | Sep 10, 2015 | Uncategorised
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...
by John | Sep 6, 2015 | Uncategorised
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...
by John | Aug 28, 2015 | Uncategorised
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...
