Commonwealth Bank of Australia has reinvented the way it engages customers. Vanessa Gavan explores the bank’s four phase approach to developing a customer centric mindset and outlines the steps organisations can take to transform their own…
HR professionals understand the impact culture has on employee engagement and business performance. But what is harder to establish, is which particular aspects of culture drive superior business performance and positive engagement by managers and…
A strong focus on net promoter scores (NPS) has been foundational to iiNet’s ongoing success, according to its head of HR, who said its customer service has played a key role in differentiating it from…