Tuesday, 19 August 2014

What Price-tag Has 'Customer Experience' And What Return?


Customer service is as crucial a business focus as it has ever been. There are numerous resources such as books, articles, blogs and websites which we can turn to for advice and inspiration. 

There are few resources more exciting and helpful than a world class conference to make sure that one is up to speed with the latest in customer service thinking and its top technological developments. 

NPS creators Satmetrix' annual Customer Experience Conference is the place to be this September for Net Promoter Professionals. 

Last year, Gene Browne CEO of The City Bin Co. spoke about designing your service from a customer’s point of view at one of the conference's most popular sessions. 

This year, our in-house Net Promoter Certified Associate Cosmin Gliga will cover the introduction and management of the NPS programme at The City Bin Co. and its contribution to the company’s success. NPS and its real-time analytics are among the company’s foremost key “service” indicators and steer many business and policy decisions. 
NPS Scores of Customer Experience Leaders
NPS scores of customer experience leaders viewed through NPS spectacles, puts us among customer experience leaders Amazon and Apple. 

These results are the outcome of our hard work and a business built around these 4 pillars of excellent customer service: 
  1. Systems 
  2. Culture 
  3. People 
  4. Expectations
To learn more about NPS read this blog post and make sure to pop in again after the conference, when we will share our own experience at this great event.

Saturday, 2 August 2014

Tickety-Boo, Hunky-Dory & Rearing To Go


Meet The City Bin Co.'s wordsmith Luke O'Donnell who works on the frontline at HQ answering customer's calls from dusk til' dawn, writing blogs and taking photographs.

What’s the first thing you do when you come to work?

Say "g'day" to Katherine and shoot daggers at Dawn so she behaves herself for the next several hours.

What is the funniest thing that happened to you at work?

Very few things have given me greater giggles than waterzorbing in Westport with my laughing Operations Manager Niamh and Romanian exchange student Cosmin.

Favourite day at work?

My favourite day is Thursday. It's the optimist's first Friday.

What is your favorite part of the day?

I quite like the quarter-hour window when the phones click off at 6pm. The amount of backlogged clerical bits and pieces you can do when nothing is ringing, no-one is talking, and you know you're at the end of the tunnel is incredibly industrious and satisfying.

What is the last thing you do before going home? 

For about eight or nine months of the year four or five days a week I take over the boss' bathroom, ditch the work gear, kit up in fullbody lycra for the bikeride home and try not to excite Audrey too much on my way out the door. 

What is the best thing about working for The City Bin Co.?

I did a bit of newspaper work in a past life so bashing away at a keyboard or trawling Galway with the Canon 5D are about as close to hobbies that I get. Rugby is more an unhealthy obsession than a hobby, understandable though perhaps given my New Zealand passport. I doubt stamp-collectors would last very long at The City Bin Co. anyway, we've a franking machine.

What sports do you practice?

I used to practice rugby. Now I practice standing and yelling at girls for a couple of hours two or three times a week while they practice rugby. I've proven very adept at standing and yelling. It's like a special gift.

Favourite Saying?

"Sweet as, bye for now and thanks for that, you're tickety-boo, hunky-dory and rearing to go. Take it easy in the meantime and catchya later on."