Welcome to the Australian Customer Service Awards
It has never been more important to listen to the voices of your customers than in todays increasingly complex and hyper competitive world. In this environment attracting and retaining customers is more challenging than ever so you need to keep your ears open all the time. We help you to be a really good listener and provide you with the insights you need to turn what you hear into smart business decisions.
To be truly focused on your customers you need to know about all the key things that affect their experience with your business. That's exactly what we deliver. By creating an always on customer feedback process using our online survey platform, we collect and analyse feedback from your customers 365/24 and grade their responses using worlds best practice customer service standards as a benchmark.
Is the quality of your customer service winning or losing you business?
Unless you’re measuring and managing customer feedback as closely as you do other key performance indicators in your business then chances are you just don’t know.
International research conducted by the Gallup Organisation has shown that businesses with great customer service outperform their competitors by 26% in gross margin and 85% in sales growth. Their customers buy more, spend more, return more often, and stay longer. Getting customer service right isn’t a costly or time consuming exercise. It’s all about focusing on the important things first; and what’s more important than listening to your customers?
We will help you to retain and attract more customers. Keep your ear to the ground and start listening now.
How It Works
Companies across Australia spend a great deal of time and money every year trying to win and retain customers. They invest in fancy advertising, celebrity endorsements, loyalty programs, web sites and much more. The result? Most companies are still not building strong connections with either current or prospective customers.
To take the first steps toward building strong, loyal, long lasting and most importantly profitable customer relationships, companies need to listen to the voices of their customers. The Australian Customer Service Awards has been designed to help you do exactly that in three simple steps.
Step One: Nominate Your Business
For much less than the cost of your morning coffee you'll be have something that lasts much longer than a caffeine high. Just select your plan, complete the nomination form and the Awards Team will have you up an running in no time at all.
Starting at just $32:50 per month we have a range of plans to suite any businesses and they all offer:
- Your very own always on customer feedback process active 365 days a year, 24 hours a day
- The ability to display our exclusive partner logo to demonstrate your commitment to customer service excellence and differentiate your business
- Access to detailed customer feedback, analysis and reporting at any time
- Feature your business in our showcase of companies dedicated to customer service excellence
Step Two: Ask Your Customers
We provide you with everything you need to start listening to your customers voices. Our unique and totally independent online customer feedback process is simple, quick and easy for your customers to complete while measuring how your business is performing against a range of best practice customer service principles, including:
- Net Promoter Score (NPS)
- Staff Effectiveness
- Competitor Ratings
- Overall Satisfaction
Your customers are also asked to provide free text suggestions and recommendations for how their experience could be improved, or to provide praise where there expectations have been exceeded. Finally we offer your customers the option of providing their contact information so that you can speak directly with them about their experiences and include their feedback in case studies and testimonials.
We also invite you to complete a Self-Evaluation Assessment. This element of the program is your opportunity to demonstrate, through your responses to our questions, how effective you think your customer service is. Once both the Self-Evaluation and Customer Assessment process has been completed the Awards Team can begin to analyse the results.
Step Three: Review, Recognise and Reward
Finally we analyse feedback from your customers and grade their responses using worlds best practice customer service standards as a benchmark. Once our analysis of your Self-Evaluation and Customer Assessment data has been completed the Awards Team will contact you to discuss the results.
Whether you win an award or not is entirely dependent on the feedback we receive from your customers, however every company participating in our program receives a detailed management report that provides insights on your the customer service experienced by your customers. You and your colleagues can then use that information to ensure your high standards are maintained over time and/or to make improvements where necessary. So whatever the end result, everybody is a winner.
Once our initial assessment and award presentation has been completed, your online survey remains open 24/7/365 so that you can continue to listen to your customers voices throughout the year so your finger is always on the pulse.
Winning and retaining customers in today's increasingly competitive world is more important than ever. It can take months to find a customer and only seconds to lose one. What can winning an Australian Customer Service Award do for your company?
The Australian Customer Service Awards program has been designed to recognise, encourage and reward businesses of all shapes and sizes for their excellent treatment of, and positive attitude towards, their customers.
It doesn't matter if you're a start-up, a small or medium sized business or a large company. Your customers stories are the key to your future success. Are you listening?
What winning an award can do for your business.
Focusing on your customers is always a great idea and participating in the Australian Customer Service Awards program will recognise, encourage and reward your commitment to customer service excellence in many ways. Here are our top-ten for your consideration:
1. Competitive Edge
Just about everybody is engaged in an ongoing search for product and service providers we can rely on to constantly and consistently deliver; sadly those "WOW!" experiences are to few and far between. By participating in the Australian Customer Service Awards program you will be recognised for delivering world class customer service experiences and that creates a tangible point of difference between you and your competitors, helping you to stand out from the crowd.
In today's low trust world showing how much you care helps potential new customer's feel secure about the level of customer service they can expect to receive from your company before they make a purchasing decision. By demonstrating your commitment to customer service excellence you create a level of confidence and trust that attracts an ongoing stream of new customers to your business.
3. Credibility and Stature
It's easy to see the impact you're having on your regular customers, that's a great start. Participating in the Australian Customer Service Award program extends the reach of your influence by demonstrating to customers you haven't even met yet how committed you are to always delivering a world class customer service experience, which strengthens your reputation.
Your achievement presents a unique and high profile way for you to communicate your Award-Winning status. We recommend that you add your official Australian Customer Service Award Winners logo to all of your company marketing materials, sales brochures, proposal documents and signage, such as on shop windows and in reception areas for example.
Connecting to your customers on an emotional level is the key to establishing a lasting relationship with your brand. Participating in the Australia Customer Service Awards program helps you to go beyond simply delivering your product or service by focusing your employees on always delivering experiences that develop strong bonds with your customers. Service excellence is an attitude that must be embedded in every area of your business and it begins and ends with your people, from cashier to CEO.
Inspire your employees to always deliver great service. By recognising your people for their commitment to your customers you create patterns of behaviour that increase over time. Encouragement fuels the daily value-creating activities that make a real difference and rewarding the results drives constant improvement. Celebrating your people sustains performance over time and creates a culture of sales and service excellence.
7. Public Relations
Where do your best customers come from? The traditional view is that there are two places; your warm market and your cold market, in other words people you know and people you don't know. But the chances are good that the majority of your best customers will come from neither of those places. As a participant in the Australian Customer Service Awards program you're encouraging media to communicate positive messages about your company to an entirely new market of potential customers, those who you vaguely know, not exactly friends and not exactly strangers either. People whose faces you might know, but not their names. And it also includes the people who know the people you know, friends of friends of friends.
8. Build An Army
We're doing much more than helping you you to deliver a great customer service experience! We're helping you to build an army of "personal walking ambassadors" or PWA's for you and your business. Winning an Australian Customer Service Award acts like a recruiting tool that calls more PWA's to your army. Here's the key; delivering awesome customer service is the building block, but just providing great service may not be enough for you to make a high income because if you're only serving a small group of people the chances are you're not financially going to do that well. It's also a matter of reach, which is why building an army is so critical.
Whatever business you're in it's success or failure depends on your ability to attract and retain more and more customers, who are not only prepared to exchange their hard earned money for your products or services, they are glad, happy, even ecstatic that they did. This is what happens when you have a purpose that's centered on your customers. You see, if you believe you're out there to sell more of your products or services, then it's all about you and what you want. If, on the other hand, you believe you're out there to create a truly world class customer service experience, where the customer chooses to buy from you because they can sense everything you do is centered on their best interests, now your focus is on them, and that's exactly where it should be.
8. Low Cost, High Return
What other business management and marketing tool offers you such a high return on investment for such a low cost? Remember if you don't take care of your customers, you can be sure someone else will. Secure your investment today by nominating your company.
Nominate My Business
As a business owner, executive or customer service leader you are constantly challenged to deliver experiences that meet your customers ever increasing demands and expectations. If you’re going to do more than simply survive, but thrive in today’s hyper-competitive marketplace you’ll need an unrelenting focus on continuous improvement driven by customer insights.
Your customers stories are key to the future success of your business and it has never been more important to listen to their voices. Great customer service accelerates performance and our independent awards program will help you to increase profits by focusing your employees, attracting new customers and retaining existing customers.
Remember the average company loses half of its customers every five years and doesn't even know! Hold on to your customers and gain the recognition you deserve by joining our community of companies and organisations focused on delivering world class customer service experiences.
We offer plans that give you biannual, quarterly or monthly analysis and reporting of feedback from your customers. Just select your plan, complete the nomination process and a member of the Awards Team will be in touch.
If you have any questions about our program or if you would like to discuss your specific needs with a member of our awesome Awards Team please complete the form below and we'll be in touch.