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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23 May 2019

The Holy Grail of Effort measurement?

"Resolution of my query” or First Contact Resolution (FCR) ranks in the top three customer experience needs in all the customer research we have seen, but it has always been hard to measure. FCR is often seen as the “holy grail” of customer experience outcomes.  This also aligns with the Customer Executive Board’s research (2010) which demonstrated the value of...

Do operations and process principles apply everywhere?

We have had a hypothesis that good operational and process design disciplines are in some ways, “universal truths” regardless of the industry or process.  A recent client gave us the opportunity to test our process design and operational management principles against a type of work that was very different to anything we’d worked with before. Th...

25 Feb 2019

Are Great Shareholder returns and great customer outcomes incompatible?

One of the startling recommendations in Australia of the Hayne Financial Service Royal Commission report is that businesses and executives have been too focused on shareholder returns at the expense of other outcomes for customers.

The Australian media has picked up on this theme and is starting to discuss fundamental shifts awa...

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...

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