CX + EX = GE
Don’t worry this isn’t a test of your algebra skills; it’s how we think about things at Rockend. It highlights what you get when you combine Customer Experience (CX) and Employee Experience (EX) right – the outcome is Great Experiences (GE) for all involved and ultimately a thriving business.
When I joined the Rockend team I was committed to putting the spotlight on the value of customer feedback to improve not only the customer’s experience, but also the business’ overall health, including that of its employees.
Providing our customers with a great experience is what we live and breathe. It is incredibly important for our customers to feel like their voices are being heard and their feedback is presented to those who can most benefit from it. Our teams can then actively workshop this rich customer feedback and, just as importantly, drive change.
As a testament to our commitment to providing our customers with great service experiences, we were thrilled to be awarded earlier this year the Contact Center of the Year (Medium) and Customer Service Executive of the Year at the International Service Excellence Awards.
In this edition we ask the question: ‘are Property Managers happy?’ and share the results from our 2018 Voice of Australian Property Management Report, a survey of over 1000 PMs, who highlight the importance of staff training to business success. This view is shared by our influencers Melinda Cotton, John Cunningham and Richard Luton, who is featured on our cover.
We also highlight some of the major legislative changes to strata management laws and delve into the ever-real issue of hacking and suggest tips on how you can help protect your business. There is so much on offer in this issue and I hope you find something of value to you and your business.
I wish you well in creating your great experiences.
Head of Customer Experience