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Delivering consistently good customer service is one of the great challenges of a growing business. Get practical advice on understanding the needs of Australian customers, designing your customer service strategy, and delivering legendary customer service time after time.
The opinions expressed in these articles are those of the author and not those of Optus. The articles on this website contain general information only and are not intended to be relied on as legal, financial or professional advice. Readers should seek their own advice based on their specific business [or personal] needs.
Most of today's corporate rewards systems are designed to be reasonable and, therefore, easy to justify to the board of directors or to an outside auditor. But the problem is that loyalty is not generated by reasonable performance
Loyalty can be earned when leaders put the welfare of their customers and partners ahead of their own interests. If it is really about self-sacrifice - that is, about putting principles and relationships ahead of immediate personal financial gain.
Very little consumes and perplexes organisations more than the question of customer service. This is the organisational issue, brand issue and people issue that no company can afford to ignore.
The Australian economy might have sailed through the recession relatively unscathed, but don't think that customers haven't been changed by the GFC.
Australian companies spend the majority of their time trying to find the best way to convert occasional customers into loyal devotees. And while it sounds like a tall order, changing customer behaviour isn't as difficult as you might think.
Having a service vision for your company is only the first step of developing a top-flight, service-oriented business. Even the most visionary organizations can't pull off top service if they don t have a world-class internal culture.
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The strategic choices we make every day are determined by the "strategic narratives" we tell ourselves. We face a challenge and we don't ask, "What does Porter's Five Forces tell me to think about?"
As I evaluate Web marketing such as blogs and websites, one thing I look for is evidence of left and right-brain thinking in the creation of the content.
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