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Whitepapers

Each month we produce a Whitepaper where you can read about issues, trends, case studies and strategies LimeBridge use to improve the customer experience. In these whitepapers, we often take the “Challenger” view to help get you thinking how you can improve the customer experience in your organisation.

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Customer Experience Design Solutions to Common Business Issues

In Australia the Hayne Royal Commission is about to report.  Many issues for customers have emerged through the multiple rounds of public enquiries and already the banks and financial services institutions have started changing processes and other aspects of their business models in response.  Unfortunately, customers may already be suf...

Good ideas don’t lose their lustre 
It is ten years since we published The Best Service is No Service, (Wiley/Jossey-Bass 2008), in which we suggested that organisations needed to work harder to reduce the demand for customer contact, rather than spend so much time and effort “dealing” with the contacts.  In this paper we’ll discuss how the ideas have become even more relevant today, even though t...

30 Oct 2018

Customer Driven Operational Excellence – Hard to do “in totality”

Twice a year we have the honour of chairing the Chief Customer Officer Forum, an “un-conference” for which we source key speakers and case studies on the leading edge of customer experience.  The October theme was “Operational Excellence Today” and we sought case studies of companies excelling in some aspect of their operations becau...

24 Sep 2018

The myth of poor cross and up-selling

The popular reputation of up-selling and cross-selling is that it drives poor customer outcomes and that customers resent the process.  The ubiquitous “would you like fries with that” is seen as an intrusion and is often mocked because it is so common and hackneyed.  It is ironic, however that this question sells a lot of fries which is why it is done so regula...

31 Aug 2018

The rise and rise of Digital

Every organisation we talk to wants customers to self-serve (or buy) more on their digital platforms (phone, tablet, desktop etc).  For most companies this isn’t an option, it has become a necessity.  If they don’t succeed in migrating costly human interactions to digital solutions, they are vulnerable to digital disruptors with lower cost models. The world still echoes...

14 Jun 2018

It sounds so easy

At a recent Customer Experience Conference many of the “key notes” and exemplar speakers were from glamourous industries such as entertainment (Disney), high end hospitality or up market retailers. These industries talk about the exceptional customer experiences they are able to provide. The speeches emphasise the special experiences that have been created when front line staff do...

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