A critical time for higher education. University selection as a 'buying experience' for students
The last 10 years has seen significant shifts in the Australian higher education landscape, with increased education options (including online, TAFE, and short courses etc.), government funding cuts, and recent market saturation leading to greater competition amongst universities. Just as corporate businesses rise and fall according to their ability to satisfy customers, the ability of a university to meet its
7 tips for improving workplace email culture
Email is ubiquitous in the workplace for good reason. It’s convenient when the phone isn’t. It’s accessible, searchable and ideal for documenting important communication. But it’s not all rosy. After all, if you commit an email faux pas, it can have a toxic effect on your brand. And it certainly happens. Just ask Hillary Clinton. It helps explain why many
Evolve wins Myer Supplier of the Year Award
We’re really pleased to share that our Retail Team has been recognised in Myer’s latest supplier awards, winning the Best Store Operations category for our work on the Care to Share program. Myer’s Supplier Awards recognise business partners who demonstrate commitment and passion in delivering its Customer First strategy. The award is fantastic recognition for the great work we’re doing
The CX Principles that can guarantee a successful program – Part 1
There has been increasing focus on customer experience as a critical element of corporate success. Customer Experience as a discrete aspect of corporate capability, now sits alongside other corporate strategy domains such as operations, finance, marketing and Human Resources. At Evolve, we like to think about Customer Experience is the glue that binds all these areas together when it matters
Active Listening – taking action on employee feedback
While company assets are often defined as the ‘four Ps’ – product, place, promotion and price – the fifth P – people – is perhaps the most critical in terms of their ability to ‘make or break’ an organisation (McEwen, 2001). As we have seen time and time again, the success of a company is directly linked to the satisfaction
Let the conversation begin
There are often competing demands in market research that involve making trade-offs. The survey duration is a key example of this. When we have the opportunity to engage with a customer, we naturally want to find out as much as we can. However, longer surveys increase the respondent fatigue, reduce the response rate potentially skewing the data and perhaps worst