Customer Driven

Knowledge Management Services

Training and Development

Operational Efficiency

about

The Directors of Customer Driven are like-minded in their passion for developing organisations to create customer experiences that build customer loyalty, and at the same time they bring together a diversity of skills that can make it happen.

The Directors started their career in a company that was highly customer focused and they spent much of their time building organisational capability to deliver to customer driven strategies for that company. Since that time, the Directors have each been accountable for developing high performing customer service and sales operations across a number of businesses, within a number of industry sectors.

In 2014 they decided to reunite to form Customer Driven Solutions, and help Australian Business develop their customer service operations to deliver truly customer driven services profitably.

Everyone in the team at Customer Driven solutions have been accountable for delivering results within some of the most reputable Australian businesses and therefore have a deep understanding of how to make change within organisations and are focused on producing outcomes.

We pay great attention to
finding out what our customers want
& helping them get it

What We Do

We Create Pathway’s to Customer Advocacy

Random

Random

  • Varied experience in service, quality or environment
  • Creates customer uncertainty and frustration.

Predictable

Predictable

  • Consistent, methodical, systematic
  • Somewhat cold and detached in its approach.

Customer Driven

Customer Driven

  • High quality, differentiated experience
  • Aligned to the customers’ needs and values
  • Creates increased levels of customer advocacy

Customer Advocacy

Customer Advocacy

 

Customer Insight

We gain an understanding of your customers’ needs, expectations and what they value in their interaction. By understanding your customers’ expectations we better position your business to meet or exceed these expectations.

  • Qualitative customer research
  • Voice of the Customer models
  • Customer Effectiveness Surveys
  • Qualitative customer research – Determines customer needs, preferences and behaviours, that may lead to segmentation.
  • Voice of the Customer models – Involves gathering customer feedback, adding analytics to understand satisfaction drivers.
  • Customer Effectiveness Surveys – Customer Effectiveness surveys Post customer contact survey to gauge the effectiveness of the customer interaction against known customer preferences and propensity to advocate.

Customer Service Design

We develop customer service from the “outside in” or based on customer needs, rather than “inside out” based on organisational beliefs and constraints.

We work with you to design a tailored customer experience solution, ensuring the right organisational alignment and capability is developed to deliver these propositions effectively and efficiently.

  • Customer insights to service propositions
  • Customer segmentation
  • Customer journey mapping

End to end service design

Diagnostic Tools

Our range of diagnostic tools measure performance to strategy and goals. The diagnostic outcomes allow for the creation of clear and effective strategic and operational business plans.

  • Knowledge and Procedural Guidance Effectiveness
  • Learning and Development Effectiveness
  • Leadership Styles and Culture
  • Customer Insights & Feedback
  • Employee Engagement
  • 8 Elements of Operational Edge
  • Work Force Management – WFM7

Organisational Design

Great organisational design doesn’t happen by chance. It is the product of alignment between strategy, systems, and processes to accomplish organisational goals.

  • Goal alignment to strategy
  • Organisational structure to goals
  • Role and functional design
  • Cultural alignment to strategy
  • Change management
  • Leadership development and sales, service training

Using our experience and the principles of good design we analyse what works well and what doesn’t and we implement solutions that align to business objectives.

Operational Delivery

We help you understand the root cause allowing for a clear and targeted performance improvement plans. We educate your team on how to deliver and put in place measurable systems and processes, which will see you continually improve performance.

  • Performance driver analysis
  • Variation management
  • Workforce management 7 (WFM-7)
  • Coaching and Performance management
  • Recruit-Induct-Retain & Engage Model

Our Team

What our clients say about us

  • “The most effective customer service operations are well aligned in meeting customer needs, employee needs as well as the strategic goals of the business, and this is what the Customer Driven team produced.”

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Email Us

Email contact@customerdriven.com.au
Or fill out the form below.

Call Us

Call 1300 724 524
Weekdays 9am to 6pm AEST

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Address

Melbourne Office
Level 2, 620 High Street
Kew
Victoria 3101

Brisbane Office
747 Lytton Road
Murarrie
QLD 4172

Contact details

Email: contact@customerdriven.com.au
Phone: 1300 724 524

 

Melbourne Office

Brisbane Office