Let’s get creative about customer service

Since moving to live in this part of the world, I’ve continued to be impressed with just how much innovation comes out of Australia and New Zealand, and how much it influences customer service.
WiFi, cochlear implants, and even Google Maps were first developed by teams from Australia, while New Zealanders have an even more eclectic track record of inventing everything from jetpacks to being the cradle of modern nuclear physics.

The industrious culture prevalent on both sides of the Tasman drives a healthy level of competition and collaboration in most areas of industry.

That’s a good thing because increasing globalisation and digitisation of commerce means businesses in this region face more competition – and more opportunity – than ever before.

The reach of a powerhouse brand hasn’t gone unnoticed, as Google takes up roots in Australia and New Zealand, bringing with it a level of resource and sophistication that will put local companies to the test. Meanwhile, smaller innovators making a name for themselves in spaces like transport, lifestyle, and accommodation are also landing locally, changing the way people think about the very essence of how they conduct their business and even the business of living.

At the same time, Australian and New Zealand businesses – even the smallest of them – can punch above their weight in overseas markets. Brands starting to make headway include the online expansion of Cotton On Group, Lorna Jane, Blackmores, Webjet and Kikki.K, and the physical expansion of brands such as Burger Fuel and Mainfreight.

Whether competing locally or internationally, delivering exceptional customer service continues to be a differentiating factor. The good news is that there are many innovative and clever ways to get this right, even when you need to respond to customers faster and across more channels than ever before.

Understanding customer needs

Did you know that Australia’s CSIRO (the inventor of WiFi) has commercialised software tools that help companies better understand customer needs? This includes software that builds customer case logs on social media and works out why users hate certain websites.

Point being, there are many fast, efficient, and affordable ways you can surprise and delight your customers by demonstrating your understanding of their needs, tailoring services to fit those expectations and improving your operations to consistently deliver.

Our mission for this blog is to give you, dear reader, great ideas and practical steps that can help you get more creative about delivering exceptional customer service experiences.

Experts in customer service

Genesys’ international presence gives us some unique insights into a wide variety of consumer and customer behavior and preference, and we’re constantly testing and refining how our technology supports quality engagement in omnichannel environments.

Hope you enjoy the blog, and let us know if there is an area of interest you’d like to see us cover. I’ll be sure to work with our great team to keep the stories, insights, and market analysis coming, covering the likes of customer service and more.