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

The Drive to Make Futures Thinking Pragmatic
Thursday 14 March 2019
I've writen a fair bit over the years about the need to move futures thinking out of a theoretical approach and into a more applied model.
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Australia, We Are Killing Ourselves
Tuesday 29 January 2019
Every where we look we are being given clear signs of the blatant stupidity and arguably outright criminality of a toxic system of decision making. The Menindee Lakes and Darling River disaster is one example
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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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