Welcome to the first newsletter for 2016.
I would like take this opportunity to welcome our newest staff members to the team. We welcome Giles Haynes, Business Development Manager and Helena van de Linde, Account Manager, who are both based in Sydney. This helps to build on our long standing presence in the Sydney financial, health, tertiary and Local Government portfolios. We’re also delighted to announce we’ve expanded our research and analytics capability welcoming Martin Ho, Product and Innovation Lead and Lani Suwandi Customer Experience Analyst. They are spearheading our new product development funnel and providing additional analytical horsepower into the team.
CSBA is more than ever before ready to build bespoke, action oriented research and improvement programs for businesses who want to win the customer experience race. Our last 6 months have been some of our busiest with new syndicated benchmarking programs launching in the utility sector, growth in mystery shopping across local government, housing and insurance. We’re delighted by the growth we’re seeing in the adoption of the CSBA customer centricity model across many of Australia’s largest tertiary providers.
If you need help with your customer experience strategy, some help with customer service centre operational design or some simple regular measures you can use to check, compare and improve your standards . CONTACT US
We also have some great events coming up over the next few months, including our Leveraging Trust in Superannuation Funds Workshop with Don O' Sullivan from the Melbourne Business School and I will be speaking at the Brisbane Auscontact Association Breakfast in March.
If you have any questions about any of our programs and events or how CSBA can support you and your colleagues, please call us on (03) 9605 4900.
Paul van Veenendaal
WHAT IS THE CSBA INDEX ?
The CSBA Index is regarded as the leading standard for measuring the 'real' customer experience. The Index is used extensively to improve customer service and reduce costs. READ MORE
CSBA STAFF PROFILE: TREMAYNE MURPHY
QUARTER 2, 2015-16
|TOP CUSTOMER SERVICE PERFORMERS|
|2.||Strathbogie Shire Council|
|3.||Northern Territory Licensing Commission|
Surf Coast Shire Council
Lower Murray Water
|10.||TAFE Riverina Institute-General
Blacktown City Council
|TOP CUSTOMER SERVICE PERFORMERS BY INDUSTRY|
|1.||Aid||Médecins Sans Frontières Australia|
|2.||Banks - General||ING Direct|
|3.||Banks - Loans||National Australia Bank - Home Loans|
|5.||Housing Services||Housing ACT - Canberra Connect|
|7.||Local Government||Strathbogie Shire Council|
|9.||Superannuation||Colonial First State First Choice Super Trust|
|11.||Tenancy Authority||Residential Tenancy Authority Qld|
|12.||University||University of Adelaide|
Upcoming Events & Programs
For more information or to view all of CSBA's events, click here.
WORKSHOP: LEVERAGING TRUST IN SUPERANNUATION FUNDS
Melbourne: 23 February
Associate Professor Don O'Sullivan will examine how funds may look to build maintain and leverage the trust advantage to drive member retention and engagement... READ MORE
BREAKFAST: THE 6 C'S OF CUSTOMER SERVICE
Brisbane: 15 March
This session will provide a practical roadmap (using the 6 c's) for becoming a customer centric organisation It will cover areas such as having the right processes, measurement, technology and people development for success...READ MORE