Last week I was asked for my opinionin an article being written on designing customer services. One of my favourite questions asked was on trust – and its role in a service-based model. Below is the answer I gave and wanted to share with you all today to put some perspective on how to take your service[…]
This week was a big one in our household. Aside from the usual packing lunches, hostage negotiations over what the kids have for breakfast, and slamming down a travel mug of lukewarm coffee and soggy toast stuck on the freeway, we had the school carols event and awards ceremony for our two girls Tamika (9) and Amele[…]
Hi Everyone! Given the work I am currently doing on Customer Experience, I wanted to share some thoughts on the two concepts in a bid to demystify them and add some clarity into how to use segmentation to harness the true potential in an organisation. Customer segmentation is the clustering of customers used to organise[…]
This week I was asked about my personal views on leadership. For me, leadership is something that is almost on autopilot, so to be asked to describe something that I need to do each day, I initially found it quite hard. Firstly, a leadership conference held this week had named me as an inspirational leader and[…]
Last month my daughter Tamika had her open day at school and it’s very exciting for all concerned. Like a singer going on stage, or an artist revealing a masterpiece, Tamika was super proud to be walking her family through her achievements. Looking through some of the lesson plans, Tamika’s class was engrossed in everything[…]
Welcome to the Aslan Strategy blog, Pride Rock! Feel free to navigate the different article posts by month, category and date released through the navigation tool on the right. The posts come alive with your thoughts and comments so make sure to put your ideas forward on every post you read.. and if you[…]
One of the most interesting times in my career was when I worked in steel manufacturing. I was challenged to incite initiative, focus, drive and passion for customer experience with the sales, estimating and call centre teams. With varying degrees of experience, willingness for change and customer focus, it was no easy task. We had[…]
Video conference at 5pm. The meeting was to reveal a new ‘marketing direction’. I was honored and privileged to be working with executives on this exciting new way forward for one of Australia’s iconic brands. As the meeting unfolded, we started to understand the methodologies, objectives and deliverables orbiting the marketing direction. After the build[…]
Described by some as the business ‘buzz term’ of the last decade, Customer Experience has ranged in description, shape and form… For most, the journey begins looking at service levels, convenience factors and attitudes of individuals and teams. Others throw themselves into the world of analytics and data by adopting Net Promoter Score (or equivalent)[…]
Last weekend I took my two girls to watch a much anticipated film of the year: InsideOut. For those that haven’t yet seen or heard of it, the film is set in the mind of a young girl, Riley Anderson, where five personified emotions—Joy, Anger, Disgust, Fear, and Sadness try to lead her through life as[…]