How Service NSW led the way to customer-centric government

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Please shareMark Atterby talks to Steve Griffin the architect behind Service NSW, by far the largest and most successful digital transformation / CX project in government. Steve explains how Service NSW overcame the challenges to create a one-stop-shop for government services. In March 2011 the O’Farrell Government was elected in NSW with a key election …

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Using customer data to drive actionable Insights – Part I

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Please shareThe insights gleaned from analysing customer data feeds the design process for creating better customer experiences. Most organisations realise the importance of these insights to improve customer loyalty, reduce costs and generate sales. Yet the challenge remains – how do brands turn the vast amounts of customer data they collect into actionable insights? Different …

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Are you reactive or proactive with your customers?

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Please shareCreating an exceptional customer experience requires a pro-active and forward looking approach. Even if you are quick to respond and resolve issues once they are raised, being reactive will inhibit your ability to stand out in the eyes of your customers. What was exceptional service yesterday is now the standard. All your competitors do …

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A security breach could ruin your reputation in seconds

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Please shareA major security breach or cyber-attack can ruin the experience customers have with a brand. Failure to act decisively when customer’ interests or the security of their information is threatened, can be extremely costly. Yet, over half of all CEOs believe their organisations are unprepared and vulnerable to a variety of threats. Recent cyber …

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How the Internet of Things will revolutionise the customer experience.

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Please shareIn recent years we have seen the Internet of Things (IoT) move from the drawing board to become an emerging reality. It’s predicted IoT will radically redefine the relationship we have with the products we buy and the brands that make them. For brands,  It will be  about creating better customer experiences. Shortly, we …

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Are you in touch with your customer’s reality?

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Please shareOrganisations are making increasing use of data and analytics to build a more comprehensive picture of their customers. Everyone recognises that the benefits of this are potentially substantial. But the challenges to achieving are just as significant. How does an organisation make the crucial shift from processing data and reporting to gaining valuable insights? …

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Can behavioural economics improve the customer experience?

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Please shareCustomers are fickle and unpredictable creatures. Their behaviour and purchasing decisions can be completely illogical. Designing customer interactions that delight and build brand loyalty may seem almost impossible. Behavioural economics, however, may offer a solution for companies struggling to understand their customers better. Behavioral economics studies the effects of psychological, social, cognitive, and emotional factors on the economic decisions of …

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Social media allows you to be proactive with customers

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Please shareSocial media listening is a popular practice for companies to understand more about their brand and its position in the marketplace. Its true value, however, is about understanding customers and what they value. It’s learning how to be proactive and interactive with your customers, rather than reactive. Traditional marketing vs social media marketing Using …

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Strong Employee Engagement = Exceptional Customer Experience

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Please shareCreating exceptional experiences for customers requires having engaged employees who are enthusiastic about their workplace and their role within the organisation. According to a recent Gallup study however, employees are disengaged at work – worldwide only a tiny 13% of workers are engaged. Considering how much time we all have to spend at work, …

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Mapping the customer journey

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Please shareCustomer journey maps are an important first step in understanding the experiences of customers. From initial contact to final purchase it highlights the key interactions the customer has with the brand, identifying gaps or pain points in the customer experience. All too frequently, however, the exercise fails to drive positive change within the organisation. …

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