Hope you all have had a great weekend and looking forward to the cup just as much as I am…. I have a feeling “So you think” will come through with the goods and so that’s where my money is going. He has been consistent, elegant, successful and has never let Bart Cummings down – wouldn’t it be great if all brands in Australia were that reliable!
We have had so much feedback about the new campaign that ist’s almost taken us all week just to get through and answer all the emails, posts, phone calls and questions coming our way – what a great sign. It means we are all wanting the same thing…better customer service in Australia! I have also been approached by some media outlets for interviews so this could get “interesting”.
I wanted to give you a brief outline of how this is all going to work as we are starting with our first brand NEXT WEEK!
We have decided that in order to be as fair and unbiased as possible, that we need to look at ALL areas of each brand including; telephone sales, commercial sales, corporate sales, consumer sales and even support to get a really good overall view on what is happening from an organisational culture – because we don’t want to base it all on something that one person has said once to a client…. get my drift?
We are also going to do this from a National level – we know from experience that customer service and sales differs state to state in our “land of plenty”, so it’s only fair to ensure we are capturing the full picture.
As the head of this campaign I have also made an executive decision to protect my team, no one from the Nexus team will be named whilst completing this exercise – so if there is any fall back, it will lie solely on my shoulders. Hope you, as my readers, can understand why.
On Monday of every week I will be announcing to the Nexus team the brand in which we will be investigating, I will also divide the task up and give each member a role to play. They will be given a “character, questions, objectives and objections to present to the brand” – and they will report on their findings. On the Thursday of every week I will collate the details and write a blog stating who, where, how and what went down.
To be completely fair, I will also send a copy of my report to the brand themselves and give them an opportunity for “right of reply”.
If you think I have missed anything, please post or send us a comment – we are always happy to receive feedback. Of course, we are also still accepting nominations to add to the list as well!
I am off to have lunch outside before heading to the gym….
Have a good one everyone!