Customer Service Employees Require Training – Customers Deserve Better Customer Service The latest customer service Australian Telecommunications Industry Ombudsman has been released today. Their survey found: Why do we keep putting up with this lack of customer service? Will training for customer service employees really result in improving customer experience? Or does the focus need …

5 Questions for B2B Companies to Gain Customer Insights It’s a relatively easy thing for a company to say that it is customer focused. It’s quite another to truly understand your customer’s needs. When was the last time you spoke directly with any of your customers in an effort to understand them and listen to …

Employee Engagement and Amazing Customer Experience Earlier this month I posted an article about Employee Engagement Awareness on the Rise, and more recently I noted the release of a new book, Touchpoints – Improving Leadership and Employee Engagement by Douglas R. Conant (2011), CEO of Campbell Soup Company. Recently I read the book Employees First, …

What is Top Management Commitment? There’s often some confusion, even apprehension, within organisations when asked about top management commitment in the context of one of the ISO management system standards. Who is Top Management? The implementation of a management system should be a strategic decision by top management. But what exactly is considered to be …

Touchpoints – improving leadership and employee engagement When I first saw a reference to the new book, TouchPoints by Douglas R. Conant (2011), CEO of Campbell Soup Company, I immediately thought of “Moments of Truth” by Jan Carlzon (1987), CEO of Scandinavian Airlines. Touchpoints and Moments of Truth I had always thought of touchpoints as …

Is Employee Engagement Awareness on the Rise? A review of current business articles highlighted a number of tweets, posts, and media articles over recent days and weeks that focus on employee engagement. This comes on the back of the media hype over the increase in online consumer sales, with Australian retailers being told to lift …

Key Stages of a Successful Customer Experience Management Program The Customer Experience Coach, David Mottershead, has released a new whitepaper outlining the key stages for implementing a successful customer experience management program. This whitepaper also details how such a program can be used as part of a framework for understanding, measuring and continually improving the …

Great slideshare presentation by Andy Hanselman as a follow-up to his blog entry late last year … What customers really think – 30 stats on customer expectations and attitudes to customer service View more presentations from Andy Hanselman.

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Sessions are filling fast for Customer Experience Professional Training announced for February in Sydney. Additional sessions have also been scheduled for April.