• How to Build Customer Loyalty Through Your Brand Image

    Today's post was guest written by David Webb. Your brand determines how customers perceive your company, including your logo, product, and website pages. An amazing image is the reason why customers flock to some stores and line up for hours in order to get their hands on the newest products.
    ....READ MORE

  • CX Interview – Dr. Vadi Vojdani, Island Dental

      Dr Vadi Vojdani is the Practice Principal at Island Dental, a premier practice in Adelaide, South Australia with a focus on comprehensive care, and both general as well as cosmetic dentistry.  Vadi has been practising dentistry for 17 years and continues to learn about new ways that she can deliver more
    ....READ MORE

  • How To Deal With A Leadership Team That Isn’t CX Oriented

      Six months ago, you were hired into a Customer Experience Management role within a large company. Since being in the role, you’ve done a ton of analysis, discovered where the major customer-affecting problems are within the company and generated some quick wins. You feel like you’re making headway but
    ....READ MORE

  • The Power of Feedback in Healthcare

      Tom Caley is a passionate advocate for employee and customer experience.  His working life began in retail and contact centres—and after a short detour through the world of graphic design—he progressed into contact centre management and call quality management. Recently, Tom has been running the Voice of the Customer
    ....READ MORE

  • 7 Foundations Of A Great CX Program

      I grew up in Adelaide, South Australia. It’s a vibrant, beautiful, well set-out city where the locals will happily remind you of its status as the only capital in Australia settled by free people and not convicts. My mum hosts walking tours around town on which she talks about
    ....READ MORE

  • Customer Experience Professionals: Things That Drive Us Crazy

            In our previous post, we focused on why we do what we do.  It’s great when we get a successful result in what has become our chosen profession but, as in many others, a number of things can often pop up that will stand between us
    ....READ MORE

  • 5 Survival Tips for Contact Centre Leaders

      Leading a contact centre is a tough job. When you’re not dealing with unexpected call volumes and unexplained system outages, you’re doing your best to motivate and inspire a multitude of different personalities all while trying to hit a variety of targets. Having worked with many different contact centres, I’ve learned a
    ....READ MORE

  • Thank You

      A few weeks ago, Canada, the US, some of the Caribbean islands and Liberia celebrated Thanksgiving. Originally celebrated as a day of giving thanks for the blessing of the harvest and of the preceding year, it is a day when families come together and humbly count their blessings. We
    ....READ MORE

  • 5 Tips For Improved Customer Experience in 2017

      Today I'm pleased to share a post by small business journalist, Charlie Wilson.   The marketplace is constantly changing. New trends emerge every other week. With the rise of social media, anything has the potential to go viral - from epic customer experience fails or a funny picture to
    ....READ MORE

  • Lean and Customer Experience

      A few years ago, I completed an MBA at Melbourne Business School (MBS). As a member of their alumni community, I am often invited to events that are held to further graduates’ knowledge and understanding of specific topics. So when I was recently invited to a presentation titled “Operations
    ....READ MORE

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