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"Tools, Cools & Customers" - Business priorities for 2012

Posted by Chris Severn on 31-January-2012, 07:51 PM

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Consumer technology, design methods and (of course) customer retention and acquisition are the big three for this year - Chris Severn tells us why...

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Do we understand loyalty programs?

Posted by Chris Severn on 31-January-2012, 10:42 AM

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Loyalty programs come in many shapes and sizes, and the majority of consumers are in at least one programme. But despite loyalty programs being quite commonplace, there is no common industry language or framework to describe them. I’d therefore like to propose a new framework to describe loyalty programs…

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Customer-Centricity in the NSW Public Sector

Posted by Daragh Henchy on 18-November-2011, 10:31 AM

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Public sector organisations usually do not have customers who pay for their products or services. However, the principles of customer-centricity are just as valid in ensuring that these organisations effectively deliver positive outcomes for people.

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Social media and mobile apps - themes from Genesys ASEAN summit

Posted by Chris Severn on 10-November-2011, 10:41 AM

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I was pleased to be asked to give a keynote speech at the Genesys ASEAN user summit last week. It was a great opportunity to hear about the latest developments in SE Asia as well as globally...

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Mobile apps will become THE way to communicate with your customers – are you missing out?

Posted by Tien-Ti Mak on 25-October-2011, 02:59 PM

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Joe wakes up in the morning from the alarm on his phone going off. By the time he's had breakfast, he's checked his email, calendar, facebook, the weather, and he knows if his train is on time. By the time he gets to work, he has sent several emails, read the news, played a game, and downloaded the latest tracks from Lady Gaga. At lunch he uses his phone to meet some friends, find a review for the best parma in town, used google maps to figure out how to get there, taken a photo and shared it online. You probably know Joe. He's your brother, your son, the guy who sits next to you at work, he might even be YOU.

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Innovation & Design Thinking – during leaner times

Posted by Raj Mendes on 10-August-2011, 08:02 AM

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For most Australian business sectors, uncertain and probably leaner economic times lie ahead. However in such times, our customer experience ethos becomes even more important. With this in mind, Raj announces the opening of our new Customer Experience Design Centre in November 2011...

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The dollar value of NPS

Posted by Chris Severn on 12-July-2011, 11:18 AM

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For many, the hard link between company financial performance and customer satisfaction or NPS is still a matter of faith. Recently we've had the opportunity to really prove the link...

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Tracking NPS in social networks

Posted by Adam Smith on 10-May-2011, 03:45 PM

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In recent years we’ve helped many clients implement post call ‘stay on the line’ customer satisfaction surveys, to assess the quality of their customers’ interactions with their contact centre. Generally the data gathered from these surveys will be reported as a Net Promoter Score (NPS) or some similar metric – to assess either satisfaction or the likelihood that customers will recommend the organisation to their friends, colleagues or relatives.

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Thoughts from Call to Excellence conference

Posted by David Johnson on 14-April-2011, 09:47 AM

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We recently attended the Call to Excellence conference in Melbourne. I spoke with one of our long standing clients, Paul Jennings on the Active Customer Feedback Loop (ACFL) project we delivered at Westpac and St. George Bank

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Social CRM - real trend, real opportunity?

Posted by Chris Severn on 01-April-2011, 11:13 AM

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The term "Social CRM" is being fairly widely touted but is loose on definitions. What does it (or can it) mean, and should we care?

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