If that which is measured improves, then we really need to find a better way to measure customer service. Mystery shopping is often too robotic to measure what really matters, and more qualitative research can be very expensive. Meanwhile, customer feedback forms are just too time-consuming....
Recently I’ve had a chance to visit Tasmania quite a bit. I’d been told it was a beautiful place and that people there were nice, so I was looking forward to exploring. On one trip, we were driving up the East Coast and we stopped the...
I just met a new brand. This Australian skincare company isn’t actually new, at all, but it took a positive service experience to make the brand relevant to me. I was already aware of the products; in fact I received some as a gift last Christmas....
Press On a retail safari, Kate Messenger, director of Meme Partners, explores the difference between good service and differentiated, on-brand customer experiences. See the full article in Australian Creative online ‘...
Press Most of us will spend half our waking lives at work. Only a lucky few can combine earning a living with a genuine passion, but Kate Messenger argues that we're never more than three steps away from making any role meaningful – whether it's answering...
