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

New Australian Food Labeling Laws Finally Make it to Market
Wednesday 3 May 2017
Some of you may have noticed Federal Government advertising for the Food Labeling Laws. What few people will know is that the model being put out there is pretty much the EXACT model I proposed back in the year 2000. Which just goes to show that to predict the future, sometimes all you have to do is wait. Well not quite but
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No, all is NOT Lost!
Monday 27 February 2017
It's been a significantly busy couple of months looking at how Industries and Government Agencies are preparing for change. The Companies versus Climate Change conference in Fort Lauderdale, Florida in November/December, and a meeting with the Political Science Department at the University of Hawaii (Manoa) in January show that positive action is happening, despite some of the headlines
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2017: The Year of Disconnection
Saturday 31 December 2016
Many of you know that each year I make an observation about what I think the year will bring. The track record suggests I'm usually a couple of years ahead of the curve. With that said I'm calling 2017
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