Strategic Futurists; Value Systems Specialists

Events

Getting Customer Service Right - EastLink - International Year of Solutions

Thursday 20 January 2011

As promised, the wash-up to my experience with the toll-road operator Eastlink and what I regard as a pretty poor approach to Customer Service. However as I am treating this is the International Year of Solutions, I'm not complaining without making suggestions for improvement, which I have done

You can download the document here - pretty straight-forward though in putting it together, surprisingly longer than expected.  They key takeaways for everyone with a customer service focus: don't claim you've done something you haven't; make it easy for customers to take the steps you want them to take; 'dear customer' is insulting - use their names when you want them to do business with you.


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Events

When it comes to decision making 'Bias' can be friend or foe
Sunday 20 May 2018
McKinsey's interview with Richard Thaler on 'debiasing the corporation' is a really good one. I've spent the best part of two decades trying to help organisations unpack their biases through the use of foresight. I recommend this article to you
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Disaster Ahead for the People of Ipswich
Monday 23 April 2018
As the Ipswich Council has determined that recycling schemes are too expensive and indicates it will end collections, the question is 'what happens next'? If result of the explosion in Tip fees by Councils around Australia is anything to go by, what happens next will not be good
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Using Foresight Thinking to Enhance the Productivity of Nations
Friday 9 March 2018
As Nations look to develop their understanding of Productivity and more effective planning, National Productivity Councils are often the first point of call for Governments looking for ideas. The Asia Productivity Organisation has been running since 1961 helping its member countries develop more effective approaches. I've just spent a week in Tokyo helping a group of them think about the future
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