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I Love a Leader Who Gets It
If you are a leader of customer service, this is for you.
Flip the Service Pyramid Like the Food Pyramid
If you are a leader of customer service, this is for you.
What Your Rubbish Bin Can Teach You About Service Culture
If you are a leader of customer service, this is for you.
CX Is Losing Its Soul; Here’s What No One’s Talking About
If you are a leader of customer service, this is for you.
Modern Manners were good for us in 1814, and they are good for us now!
If you are a leader of customer service, this is for you.
From Cheeseburgers to Consciousness: My Service Leadership Journey
If you are a leader of customer service, this is for you.
Outdoor Cinema in Athens
If you are a leader of customer service, this is for you.
The Future of Service is 5D: A Manifesto for Human-Centred Business in 2026
If you are a leader of customer service, this is for you.
Invisible Service: When Tech Takes the Soul Out of Serving
If you are a leader of customer service, this is for you.
Service Isn’t Just Valuable Work … It’s Vital Work
If you are a leader of customer service, this is for you.
Can a Single Act of Service Really Change Society? Yes. Here’s How
If you are a leader of customer service, this is for you.
The most important leadership role for business and society is CX Leaders!
If you are a leader of customer service, this is for you.
Our Bodies Are Our Biggest Asset in the Age of AI
Text Less. Talk More. Your Career Depends on It.
Is it really about generations
Text Less. Talk More. Your Career Depends on It.
Text Less. Talk More. Your Career Depends on It.
Text Less. Talk More. Your Career Depends on It.
Why I Gave Myself Permission to Slow Down
Why I Gave Myself Permission to Slow Down
Will Your Team Miss You When You’re Gone?
Will Your Team Miss You When You’re Gone?
The Illusion of Automation
The Cracks Leaders cant See Until It’s Too Late
Sweat More in Training, Bleed Less in Service
The Cracks Leaders cant See Until It’s Too Late
Service is a Frequency – But You Have to Make Time to Tune In
The Cracks Leaders cant See Until It’s Too Late
GenX: Create, Don’t Complain
The Cracks Leaders cant See Until It’s Too Late
A Better Service Story
The Cracks Leaders cant See Until It’s Too Late
Leadership drives your NPS
Moving through a busy airport last week, I ran into the CEO of Melbourne airport,…
Seeing 20/20, Service 0/10
Dear Friends, Last week, I bought a brand new pair of reading glasses much needed,…
The Cracks Leaders cant See Until It’s Too Late
The Cracks Leaders cant See Until It’s Too Late
The Blind Spots You Don’t See Until You Do
Over the holidays, my mum came to visit. She lives in another state, so while…
The Biggest Service Shake-Up Since 2020 Is Coming in 2025 – Will You Be Ready?
2025 isn’t a year to “wait and see.” It’s a year to “step in and…
The Hidden Cracks in Service Culture: Why Good Isn’t Good Enough Anymore
As leaders step into 2025, a stark reality stares back at them: declining service standards…
How to make service excellence sticky
The supernatural powers of witchcraft have always fascinated me. Well, let me be more specific:…
You say you are committed, really?
This year I started to learn the Greek language. I thought I was committed… but…
Boomers, Gen X and Gen Y, you have a very important role to play in this era
I recently joined a wellbeing club, and I love it. I’ll share more about why…
Will they bring you flowers when you retire?
One of the best gauges of true customer loyalty is the question, ‘Will they bring…
To be most loved and #1 in your industry, first you have to believe
Ove been thinking a lot lately, inspired by various conversations with clients, what comes with…
The seven notes you need to hit to create a service culture of WOW
After more than a decade of working with organisations to drive service excellence in their…
Customer Service as a Spiritual Practice
We are all on a path of service, which looks different for each of us.…
How willing are you?
Prefer to listen? A few months ago, I attended an event where Adam Grant delivered…
Increase your sales, profit, customer happiness and team happiness by 30%
Recently, my team and I have become incredibly focused on data. Data that tells a…
The secret all service leaders MUST know!
I see so much stress and anxiety amongst leaders and busy service professionals, and so…
High-tech, high touch – a future service playbook?
Prefer to listen? It’s time to update the service playbook. Many leaders just like you…
Think of a leader you’ve worked with
Think of a leader you’ve worked with who showed you what NOT to be like. …
A Cleaner, a CEO and Australia’s Favourite Airport
A Cleaner, a CEO and Australia’s Favourite Airport
Humble and Magnificent Service Leaders
Prefer to listen? There once was a man who spent his life with two pieces…
Extraordinary Service doesn’t need to be a Utopian dream!
Prefer to listen? Imagine you’re on hold for some assistance. Your only lifeline is a…
Praise Effectively
A good friend opened a cafe and wine bar in 2020. The business navigated lockdowns,…
Two future – proof must do’s to lead the future of service
Prefer to listen? I’ve spoken to fifteen of our top clients in the past week,…
To Deliver Great Customer Service, Play Every Point.
Written by Jennifer Crescenzo Although no Italian male tennis player had won a Grand Slam…
Being served by someone who’s stressed
Prefer to listen? Seriously. We’re all a little stressed out and wound up… me included.…
Want more joy at work in 2024?
Want more joy at work in 2024?
I’m interested… how many kilometres did you run today?
Prefer to listen? I travel most weeks and am committed to a healthy lifestyle, which…
I Radically Transform with a Little Help from my Friends
I have been coaching and mentoring yoga teachers for over a decade. And much of…
Indulge Your Imagination and Transform Your Service Culture
Want to build a better service culture? It might be time to start an office…
The one non-negotiable for your business to stand out in 2024
Prefer to listen? Do you feel that the world has become a little different since…
Great Customer Service is a Relay not a Sprint
Picture this: It’s a chilly evening. The rain is pouring down. My colleagues and I…
Service leaders: prepare to fail
Prefer to listen? Leadership is hard; it’s harder now than it was in the past…
Hello? Ever feel like you’re constantly distracted?
Do you ever find yourself lost in thought? Maybe even distracted from an actual conversation…
Serve the Future
Prefer to listen? I wasn’t a great saver when I was a young adult. I…
Sneaking Past Your Stories
Recently, while sitting in a cafe, I noticed someone shimmying a large vehicle into a…
Being human is our advantage
Prefer to listen? Lisa works in a news and books store at Melbourne Airport. She…
What do TV Detectives, Dutch Supermarkets, and Great Customer Service Have in Common?
I’ve been watching a murder mystery called The Afterparty featuring Tiffany Haddish as a quirky…
Six reasons why 2023 is a good time to challenge your company values
Prefer to listen? Every good business that wishes to maintain a healthy team culture and…
Can I Meditate if I Can’t Sit Still?
I would describe myself as a daily meditator. But I don’t sit for meditation every…
Are your service norms outdated?
Thanks for what you didn’t say
I was recently in a cafe run by a friend. At one point when there…
Service Performance needs more than care
Recently ServiceQ had their team conference, and we were inspired at an individual and team…
Believe
I was one of the millions who held our collective breath during the epic penalty…
Unconscious needs in service
Prefer to listen? I was recently asked by a wonderful friend of mine, ‘What business…
Better service. Believe it.
Prefer to listen? It appears that our default idea for improving service is now,…
A letter to the leaders who want service transformation
Prefer to listen? Just imagine what it would be like to drive into your workplace…
Service stories show how you measure up!
Service stories have been shared throughout history – even mythological tales from ancient Hindi, Greek…
The future of service needs updated software and soft skills
Prefer to listen? I installed a system update on my phone again this month –…
Customer service for dummies
Prefer to listen? The series of books ‘For Dummies’ has been a real hit…
If your customers find themselves in queues, celebrate it!
Prefer to listen? In the past few weeks, I’ve found myself in long queues. Boarding…
Get people back in the office to drive better customer service
Prefer to listen? The world of the workplace has been flipped upside down. Coincidentally, so…
Want consistent customer service? Think 80/20
Prefer to listen? One of the most common opportunities we’re asked to help our clients…
Time well spent vs time well saved
Prefer to listen? Would you pay to experience your business or brand? What does someone…
Thinking about service while your competitors are sleeping
Prefer to listen? I think about customer service more than you do. It’s my work,…
Customer service training is useless
Prefer to listen? Customer service training is useless… unless it has a strong methodology and…
One wish for service
Prefer to listen? The year of 2022 is nearly at an end, a sigh of…
Three words of advice for the leader of the Victorian State
Prefer to listen? What does a State Premier and a frontline casual employee at McDonalds…
Service staff need to be truth tellers, not fortune tellers
Prefer to listen Sometimes customer service staff are the bearer of bad news, but would…
The skill of delivering great service at scale
Prefer to listen? There is a skill to achieving scale when delivering great customer service.…
An ode to Customer Service heroes
Prefer to listen? This week is Customer Service Week: an opportunity to celebrate the people…
Can you deal with the human stuff?
Prefer to listen? Your customer service performance is based on how well you’re dealing with…
Three keys to unlocking self – care
Prefer to listen? Three keys to unlocking self – care Self-care is an extension of…
Out of touch with your customers?
Prefer to listen? Staff shortages, wage increases and customers being generally short on time make…
Letting go of expectations
Prefer to listen? Last weekend, I was sitting on the lounge talking to my mum,…
Too busy to serve?
Prefer to listen? Click below: As I sat to write this blog, I was interrupted…
The new tanty pandemic is adding to our customer service gap
Prefer to listen? Click below A customer-service gap is the difference between what the customer…
Who do you trust most?
Prefer to listen? Click below: Who do you trust the most? The government, the media,…
Don’t blame the pandemic for your rudeness
Prefer to listen? Have you noticed that the typical dinner-table conversation these days includes a…
Survival of the kindest
Prefer to listen? Press play below. I was standing in a queue at the security…
Clean conversations
Prefer to listen? Press play below. I write this blog particularly for those of you…
Customer Abuse
Prefer to listen? Press play below. Cuts, bruises, chipped teeth and a concussion aren’t what…
For the love of everyone around you… just breathe!
Prefer to listen? Press play below. A few weeks ago, I spent some time with…
Don’t be left behind.
Prefer to listen? Press play below. Those of you who are unable to deal with…
Wishful or watchful wellbeing?
Prefer to listen? Press play below. When no one’s watching, are you taking real good…
A tale of two businesses: path of misery or path of joy?
Prefer to Listen? Press play below. In this country at the moment, businesses in a…
Manage stress to manage service
Prefer to listen? Press play below: Stress is harming your brain, and it’s also harming…
Recovery week for strength
Prefer to listen? Press play below. Lately, every leader I speak with has told me…
Turn grey areas of customer service blue
Prefer to listen? Press play below: Recently, I had the experience of booking a conference…
The one thing confident service professionals do not do
Prefer to listen? Press play below: I had a beautiful conversation with a friend, Digby,…
A year of surrender
Prefer to listen? Press play below: 2018 was a funny year. I turned 40. I…
Please acknowledge me!
Prefer to listen? Press play below: One of the digital services I love in this…
Calm amongst the chaos
Prefer to listen? Click below: I was parked at a red traffic light, minding my…