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

2019 The International Year of the Cooperative
Monday 31 December 2018
Every year I aim to identify what I think a major focus of the upcoming year will be and in that light I'm declaring 2019 the International Year of the Cooperative. I'm prompted by a multitude of signals that my daily research has uncovered, many of which will be familiar to you -
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Can the United States Survive the Childish Tantrums of an Incompetent President?
Monday 24 December 2018
Here we are with the last posting of the year looking at the potential for wide ranging strategy for a country like the United States. Arguably the United States is undergoing its own version of #Brexit though without the vote of the people. Instead the dictatorial nature of what I see as an incompetent strategic leader is unilaterally withdrawing the USA from its long standing and beneficial partnerships with the rest of the world.
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When will the next Federal Election be held in Australia?
Tuesday 4 December 2018
I'm reluctant to make predictions but am getting a few calls so: My tip is on a March 2019 election - the 9th or 16th
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