CoachStation: Customer Service

Customer Service Is Not Rocket Science

At the risk of over simplifying a very complex topic, the customer service experience we deliver is often only the service we expect ourselves. But, when providing a service in the moment it is easy to forget our own expectations. I have recently had several discussions with friends and family regarding the service experiences received from various companies. Unfortunately, the service is often not what has been promised or committed to. Why is it that providing a standard basic experience seems to be a difficult thing to provide? According to a report created by the Genesys group titled the Cost of Poor Customer Service, 73% of consumers end a relationship due to poor service. Having worked across many industries and companies I have identified a few key factors that influence culture and ultimately Read more about Customer Service Is Not Rocket Science[…]

CoachStation: Customer 360 Symposium

Customer 360 Symposium: Leadership and Your Customers

Under the remit of my current contracted role as Head of Customer Service for Toyota Finance Australia, I recently attended an event in the Hunter Valley in Australia organised by Ashton Media titled Customer 360 Symposium. The opportunity to mingle and share ideas with like-minded professionals and customer focussed providers was genuinely excellent. There were many takeaways, some of which I felt it relevant to share via my blog as there are key points that relate to culture, leadership and creating an environment that encourages outstanding customer service. I will present much of this as a series of questions, in some cases adding my own thoughts and comments indented in blue font in reply, as applicable. A core benefit of this type of event and my notes below, is the Read more about Customer 360 Symposium: Leadership and Your Customers[…]

Leadership Greatest Hits: 2012 CoachStation Highlights

Like many of you, I have spent some time over the past weeks reflecting on 2012 and planning for next year. As cliche’d as it may be, the years do seem to be passing more and more quickly, although I feel this is a reflection of our lifestyles and a symptom of the modern world. It has been a year of significant change for me, as I took the step to leave full-time employment and work full time in and on my consulting and leadership development businesses, CoachStation and Telework Management. Pleasingly, I have never been so comfortable and content with my current and future work situation. Beyond my family, one of my great joys is writing and I have taken much pleasure from the blogs constructed in 2012. It Read more about Leadership Greatest Hits: 2012 CoachStation Highlights[…]

Customer Experience Management

Leading Customer Experience Management

Providing a level of customer experience that ensures your customers ‘feel’ the difference between your business and competitors is crucial to success. A key element to be able to make this a reality rather than a pipe-dream is how many of your employees and particularly leaders ‘live the reality’. Discussing customer experience (CE) as a core part of business culture genuinely reinforces the messages – but not if this is felt by a few, not the many. Effective business leaders should always know that they are building a culture and understanding with all employees that the customer matters. This cannot be achieved through empty words, sound bites or a shallow attempt at driving a customer-centric organisation. CE can be incredibly complex and very simple at the same time. I wonder Read more about Leading Customer Experience Management[…]

Leadership, Employee Engagement and Customer Service

I attended last years IQPC Customer Experience Management Conference in Sydney and thoroughly enjoyed the content. I learned a lot. There were many great speakers. Many of them focused on the what – meaning that I learned about tools, measurements, successes through data collection and customer platforms, amongst other aspects. I was invited to this year’s conference, including the opportunity to be a guest speaker during the opening day. I wanted to set a challenge to myself and the attendees with a pitch more aligned to the ‘how’: • How do we achieve improved customer service results? • How do we establish the right culture to balance employee, customer and business needs? • How do we use the extensive quantities of data available to real advantage? • How do we create Read more about Leadership, Employee Engagement and Customer Service[…]

11 Key Leadership and Customer Experience Mantras

This week I am attending the IQPC Customer Experience Management Conference in Sydney. I was fortunate enough to be invited to be a guest speaker during the Focus Day on Monday and presented on the subject of ‘Building Customer Experience Frameworks From The Inside Out’. The comments and quotes highlight some of my key themes and concepts that I feel are most important when developing a Customer Experience philosophy and strategy: Unless your business sees Customer Experience as a culture, not a tool, then your customers will feel the pain of what is not being provided by your customer-facing employees. Leaders should create a culture of employee engagement, empowerment and buy-in that ensures your customers benefit. When we get our leadership mantra right…our employees care about their roles and our customers ‘feel’ Read more about 11 Key Leadership and Customer Experience Mantras[…]