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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.

Please register using the form on the right if you would like to be included on the mailing list to receive our monthly cartoon and whitepaper by email.

Subscribe to receive our thought-provoking Whitepapers

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...

1 Feb 2016

Background

A client of ours approached us with an interesting challenge; build a customer centric operation whilst creating the capacity for planned growth of the business. The organisation had just been through a period of dramatic change within its product set and infrastructure. The contact centre, although keeping pace with these changes, was struggling to meet service levels and achieve sales...

1 Mar 2014

Introduction

The last few months have been a disaster for some industries in Australia. The trend for business to relocate to lower cost locations has been well publicised in manufacturing and mining. But the offshoring trend in back office and customer facing work, has been just as profound in many other industries, over the last five years.

As a business, we are agnostic about offshoring. If compa...

1 May 2013

The Need for Flexibility

In our March whitepaper we talked about the need for resource flexibility to be able to match variable customer demand on an hourly, daily, weekly and seasonal basis. We expressed our surprise that in 90% of the operations we work with, the workforce is relatively “ fixed” in response to variable demand.

Most operations have some combination of time of day, day or week or se...

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Case Study in the Universal Value of Well-Designed Operational Processes

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