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

Asia on the Rise - why Australia's Neighbours Will Leave us Behind
Wednesday 31 October 2018
The Asian Productivity Organisation has shifted gears from being a centre for member countries to talk about productivity, to one that now wants to upskills its member countries. We've just completed the first chunk of helping National Productivity secretariats to ready their staff for a more proactive, future facing approach to their Country's development
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10 years on from the Australia 2020 Futurists Summit
Friday 19 October 2018
The question is, 'how does the thinking inside this document stack up?' Turns out, pretty good. What we spotted and what problems we said we'd have to watch out for, are just about spot on
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BBC Article on the Future of work and the likely skills needed
Monday 15 October 2018
it’s OK not to know your career path when you leave university – sometimes that won’t emerge until much later down the track,” Barber says. “We should remind kids that the pathway they select to start off with is unlikely to be their final pathway,
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