25 Years Experience
Complete Customer Experience Solutions
At CSBA we help businesses and organisations create better customer experiences – through best-practice, independent and specialised customer experience:
Independent, Experienced and Trusted
Over the last twenty years we’ve helped hundreds of Australian organisations deliver better customer experiences
– from big name brands, to government and tertiary institutions, utilities providers and everything in between.
Customer Experience Company FAQs
What is customer experience?
Customer experience covers all the interactions a customer has with an organisation, for the entirety of their relationship with that organisation.
What's the difference between customer experience and customer service?
While customer experience covers all the interactions a customer has with an organisation, customer service is just one part of that whole customer journey.
What is an example of good customer experience?
A good customer experience is one where has a seamless interaction, where the expectations are met. A good customer experience may be one that encompasses elements of being easy, fast, personable, informative, empathetic, proactive, empowering and transparent, just to name a few.
What is an example of bad customer experience?
Bad customer experiences occur when a business or organisation fails to meet a customer’s expectations. There are a multitude of reasons this may occur but some may include frustration with automated systems, long wait times, being transferred multiple times, unfriendly or negative responses and attitudes of staff, a lack of empathy from staff, not providing enough information or relevant information, having to repeat information multiple times, and the list goes on.
What is they key to good customer experience?
Ensuring a customer’s needs are central to every interaction they may have throughout their journey with your business is fundamental to ensuring a good customer experience.
Why is Customer Experience critical to a business?
The way customers feel about a business or organisation is directly related to loyalty, retention, reputation and attracting new customers. Companies who prioritise and invest in Customer Experience have a competitive advantage over those who don’t. It is too easy to find an alternative, and just one bad experience is often enough for a customer to want to switch, which these days is extremely easy to do.
Working with you and for you
We’re inclusive and collaborative and look to work with you and for you – to help you create better customer experiences.
‘We’re operating in a competitive environment. Being able to see how we compare to our competitors is really powerful’Jane CorkhillManager Customer Services | Actew AGL
‘In just 6 months we went from being in the middle of the pack in our sector, to the top 10% – It is a real success story!’Doug LucasProgram Manager, Customer Strategy