Traction CX | Educational consultant

Traction CX

Phone: +61 422 493 635

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• Educational consultant

25.01.2022 FEEDBACK IS SO CRITICAL...to understand if you are delivering a great service and experience. Here is some feedback we received from a participant in our most recent 'Awesome Customer Service' program: "This program has been not only work changing for me but life changing. I have learned new skills I am looking forward to seeing how things pan out" ... Its always great to know we are having an impact!!

25.01.2022 HOW CONVENIENCE IS PROMOTING POOR CUSTOMER SERVICE ...AND WHY CUSTOMERS ARE RESPONSIBLE FOR THE QUALITY OF THE CUSTOMER EXPERIENCE THEY RECEIVE! Let us explain. Have you ever returned to a shop/store/business where you received less than average service last time? ... Most probably. Why? Because of CONVENIENCE! Your not going to spend the extra time and fuel to go to another supermarket that is not your local because you didn't receive great service. And.....if you did have an average or bad experience, did you give the business some feedback? Probably not, because it would have taken time and been INCONVENIENT! Or you just didn't care. Now, let's say you said 'yes' to returning to the business and you said 'no' to giving them any feedback. No wonder customer service levels don't improve...because customers tolerate the behaviour and continue to give businesses who are delivering poor service no feedback and their business! So, is great customer experience only the responsibility of the business owner or also of the customer? We'd love to hear your view on this!

24.01.2022 WHAT DO YOU, THE CUSTOMER, WANT FROM A CUSTOMER EXPERIENCE? To move towards our Vision of creating a world where 'awesome customer experience' is the norm, we need your help. We have plenty of ideas on how to deliver businesses value and take their customer experience delivery to the next level, but its not all about us! Its about you. ... YOU, as everyday customers, need to drive the conversation...a conversation that we can then feed back to organisations. That is why we are reaching out the community to capture as much relevant data as possible. We are aiming to capture data from 10,000 'customers', ie. people just like you. This data will ensure that our content and programs will be talking to YOUR needs...and not just our thoughts about what you need. Stay tuned for a coming survey. In the meantime, to get the call rolling, we would love your input. Please take a minute to answer the following; What do you expect from businesses, as a minimum, when engaging in a customer experience? Do you experience this more often than not? Thanks guys.

20.01.2022 NOW...WHEN WE SAY NEXT LEVEL CUSTOMER EXPERIENCE, THIS EXAMPLE IS WHAT WE ARE TALKING ABOUT! p.s. I personally didn't have this experience, but some lucky customer did! Enjoy the read;... It’s not often I’m impressed with the level of customer service anywhere these days, in fact; on the whole organisations AND people do not generally treat their clients well. So when I do have an experience that is different, I shout it from the rooftops. About a month ago, I received a letter to tell me there was a manufacturer recall on an airbag in my BMW. I called and booked my car in to get it sorted out. Today was the day. When I turned up at reception, before I said a word, I was greeted with a smile and: Good Afternoon Mr. xxxxx How the heck did this guy know my name. He noticed my surprise. Your license plate, Sir. You’re here to have your airbag replaced, let me take care of that for you he said holding out his hand for my keys. As I handed them over, completely in awe of the sheer quality of the first 20 seconds of this experience, I notice him glance at my laptop and phone. You look like you’ll be getting some work done whilst you’re here, may I show you to the Business Lounge and offer you some refreshments while you wait? Now.....by now I was feeling like absolute royalty. He escorted me up to the business lounge, supplied me with a wifi password and told me to help myself to coffee, mineral water and pastries About an hour later, right on schedule; I received a text message inviting me to make my way to reception when I was ready to pick up my car. I packed up, went downstairs and approached the reception desk. The guy looked up, smiled and handed me my complimentary service chocolates and keys and pointed in the direction where my car was waiting for me. He said: Thank you for your patience and we are sorry you had to take time out of your day to have something taken care of that should have been fully operational at the time of manufacture Still dumbfounded by this amazing level of service, I walked out to my car to find it SPARKLING CLEAN! It had been washed and vacuumed at no extra cost. So, here is an example of a level of service all us business owners should absolutely strive to achieve. My wife and I are in the market for a car soon, what brand do you reckon we’re going to be buying now? YOUR CHALLENGE - see if you can deliver this level of service!

20.01.2022 What experiences are you delivering to your customers?

17.01.2022 FRIDAY FOOD FOR THOUGHT Social media is a game changer in giving customers the power to make or break your business...very, very quickly!! Here is a formula that you MUST MUST understand;... Poor customer experience delivery + social media = the death of your business. The attached facebook posts are an example; Average and even good service is not good enough any more. Your minimum must be to deliver and AWESOME customer experience each and every time. We know that if we were looking for a marketing agency, we wouldn't go near this business.

16.01.2022 AS A CUSTOMER, DO YOU WANT TO HELP IMPROVE THE CUSTOMER EXPERIENCE?! If so, here is your chance. To get started on our Mission to create a world where Awesome Customer Experiences are the norm, we need your input.... YOU, the customers, are the ones that can help us help organisations (and thereby helping you) to deliver Awesome Customer Experiences! Please take 2 minutes (or less) to take our survey. We will then be using this data to build and develop transformative Customer Experience development programs. Thanks for being awesome! https://survey.app.do/the-australian-customer-experience

14.01.2022 DO YOU ACTUALLY REALISE HOW MUCH OF A BIG DEAL CUSTOMER SERVICE IS? Ron Burgundy does! The best product or service in any industry will quickly become a commodity (especially with technology moving at a rapid pace). Pretty much every product and service can and will be copied (if it is seen as a money making opportunity!)... What can't be copied - the AWESOME CUSTOMER SERVICE that you and your people deliver! Organisations MUST PRIORITISE CUSTOMER SERVICE AS THEIR NO. 1 FOCUS AREA! LIKE if you agree! If they don't, the competition will catch up and quickly take over. Then your dead in the water. What priority does your organisation put on continually adapting and improving it's customer experience?

07.01.2022 FRIDAY FUN FACT!...AND HOW YOUR FEEDBACK CAN MAKE A DIFFERENCE Did you know about our partner page Rate it or Hate it? The Rate it or Hate it page exists as an opportunity for the community to let businesses know about your latest experience you had with them. ... This then allows them an opportunity to understand, respond and improve their service levels...all because of your feedback! Get on board, like the Rate it or Hate it page and make a difference.

03.01.2022 WHAT IS ONE OF THE MOST CRITICAL PIECES TO THE CUSTOMER EXPERIENCE PUZZLE? .......TRUST! Check out our blog on the topic https://tractionteambuilding.com.au/trust-and-the-customer/