February 2015

Customer-centric

What does it mean?
Definition: A positive consumer experience during all interactions.

A customer-centric approach can add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience.

CSBA have helped many companies from all industries on the road to becoming more customer-centric and we understand that all organisations have individual priorities and goals. The results of a customer-centric culture can mean increased sales, reduced costs, happier and more engaged staff, more effective managers, higher customer satisfaction scores and above all, making the customer's life easy.

Our Case Studies demonstrate our clients' successes and some of the measures they have adopted to achieve their goals.

You can read more about our many success stories here.


The CSBA Index

QUARTER 2, 2014-15

Top Customer Service Performers

1. GWM Water
2. Wannon Water
3. Budget Direct
4. North Coast TAFE
5. AAMI
City of Yarra
7. Central Gippsland Institute of TAFE - Yallourn Campus
8. City of Monash
Adelaide University
10. City of Sydney
Southern Rural Water

Top performers by industry

1. Aid Médecins Sans Frontières Australia
2. Banks - General NAB
3. Banks - Loans NAB
4. Energy Actew AGL
5. Housing Services Qld Housing
6. Insurance Budget Direct
7. ISPs TPG
8. Local Government City of Yarra
9. Motor Manufacturing Holden
10. Superannuation Colonial First State First Choice Super Trust
11. TAFE North Coast TAFE
12. Tenancy Authority Residential Tenancy Authority Qld
13. University Adelaide University
14. Water GWM Water
15. Wealth Building Colonial First State

Upcoming Events

To register or for more event information, please click here.

TRAINING: SERVICE EXCELLENCE

Perth: 12 March
Adelaide: 18 March
Townsville: 26 March

This program is designed for frontline customer service staff, team leaders and managers to learn how to manage customer expectations and drive service improvement.
TRAINING: MANAGING SERVICE CHALLENGES

Perth: 12 March
Adelaide: 18 March
Townsville: 26 March

This program is designed for frontline customer service staff, team leaders and managers to learn how to manage customer expectations and drive service improvement.
SAVE THE DATE

Hobart: 6 May

Annual Customer Service Seminar: Building a customer centric organisation
SAVE THE DATE

Perth: 3 June

LGMAWA & CSBA Annual Forum