Author: Jeanette Gill

Today’s customers are an exacting lot with little tolerance for suppliers that fail to meet their ever-increasing expectations. Almost 94 per cent of Australian consumers stopped purchasing from at least one company after a negative experience, according to CPM’s 2025 The State of Customer Experience in Australia Report. Getting the basics right As to what comprises great customer service, customers today want access to the correct information, knowledgeable representatives, consistent information across digital and human interactions, access to courteous human representatives where necessary and queries resolved at first attempt, according to the Report. ‘We see the significant rise in customer…