Feedback

Chris Wong is passionate about helping New Zealanders manage their money, and his team at New Zealand Home Loans (NZHL) is out there every day supporting customers to get into their homes and manage debt.

Adi Tobias, Head of Customer Experience for Uber across seven countries in Sub-Saharan Africa, believes getting the balance right between customisation and repeatability is core to designing customer centric processes and products.

Every piece of feedback is an opportunity to learn and evolve. It could be as simple as a reminder to a member of the team if there was a slip up… but if feedback highlights something that could be done better for all customers, then that’s a win…for the business and the customer!

Across all industries, exceptional frontline service (we like to call it ‘magic’) is important, but in the beauty business, that service is more personal and emotional than anywhere else. To Caci Clinics, NPS and customer feedback is key and what drives them to constantly improve.

Accelerated by Covid and the response to lightning-speed changes to customer shopping habits, there’s a growing trend in retail to build business success through doing what’s right for the customer. But is it counterintuitive to do the right thing instead of managing the bottom line? And how can we make sure that following an ethical North Star, won’t take customer experience south?

When a Provenance guest made an unusual request for a hand drawn and framed picture of science icon Neil Degrasse Tyson; a star struck love letter and an extra mint on the pillow, a member of staff at the front desk saw an opportunity to make a difference. 

Farhad believes that Green Drop Garage customers “Actually look forward to their car repairs, and in part that comes down to the repair shops mantra of doing right by two key pillars; the customer and the environment...”

Bryan Clayton, CEO, and co-founder of the GreenPal app, has invested years into looking after gardens all over the US - and also - growing a very special breed of customer service excellence. 

how do you engage staff and customers alike to build a culture of pride and self-leadership and make those who are often working unsociable hours feel seen and valued? Lisa MacQueen, CEO of Cleancorp, knows the answer to that question better than anyone.