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Get Your Industry Ready For A Strong Recovery

WE HELP YOU TO CLOSE THE GAP

Strengthen Your Industry – Start With Customer

A ‘customer-first’ mindset is not about having a snappy slogan – it is a structured, planned + strategic process that is grounded in understanding + building business capability.

Our Industry Development programs are specifically designed to educate + up-skill businesses in your region around the ultimate reason they exist – their customers. Through a series of engaging, educating + thought-provoking activities, we can level-up the capability in your region, partnering with you + the industry for:

1. Understanding where to focus – through our signature Customer Kickstarter™ process, we help business owners to find the gaps that are holding them back from profitable customer relationships + help them prioritise effort for impact

2. Up-skilling for action – a series of short, medium + longer skill-building sessions that help business owners address the gaps in their businesses, find new growth opportunities + set them up for a strong recovery

3. Mentoring for growth – through our powerful Experience Review + Mentoring programs, we take select businesses to the next level of awareness + action to help create new products, experiences + partnerships across the region.

We can mobilise quickly to help you smash your goals + pave the pathway to region recovery with an aligned + truly customer-centric approach.

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Your Three-Step Plan to accelerate your region’s recovery through customer

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Sueanne Carr + Peter Turner

Founders, Customer Frame

50+ YEARS COMBINED EXPERIENCE IN
PUBLIC SECTOR
TRAVEL + TOURISM
RETAIL + COMMERCIAL
PROFESSIONAL SERVICES

Why us?

We help you to close the gap between business strategy + operations

 

THE ELEVATOR PITCH

We’re customer obsessed + love to help businesses build customer advantage. We close the gap between business strategy + operations, by putting the customer at the heart of everything you do. Our clients call us the Customer Strategy Superheroes, but we’ve found that wearing our undies on the outside doesn’t go down so well in boardrooms.

WHAT WE DELIVER

By putting the customer at the heart of everything they do, we’ve proven that businesses + organisations can have: 

Our 3-part Approach to Strengthening the Industry

1. Understanding where to focus – through our signature Customer Kickstarter™ process, we help business owners to find the gaps that are holding them back from profitable customer relationships + help them prioritise effort for impact.

2. Up-skilling for action – a series of short, medium + longer skill building sessions that help business owners address the gaps in their businesses, find new growth opportunities + set them up for a strong recovery

3. Mentoring for growth – through our powerful Experience Review + Mentoring programs, we take select businesses to the next level of awareness + action to help create new products, experiences + partnerships across the region.

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Your Three-Step Plan to accelerate your region’s recovery through customer

+ become a truly Customer-led Council

Customer Frame - Become a Customer-led Small Business Friendly Council - Improve your customer experience

1. Understanding Where to Focus

CUSTOMER KICKSTARTER: THE SIGNATURE ALIGNMENT WORKSHOP

Running a business is often met with competing priorities, a finite amount of resources + the complexities of day-to-day operations. We help business leaders to cut through the noise, step back + find the real gaps that are holding back their potential.

For many, they may have tried a range of band-aid solutions or quick fixes, with varying results. Without a coordinated plan based around their customer, business leaders tend to continue to suffer from results below expectation.

Our Customer Kickstarter is a half-day intensive session where we help business leaders to identify:

They leave with a prioritised action plan, designed to make the biggest impact on their business today.

Businesses find this a refreshing yet challenging experience, as the process generates awareness, alignment + actions to deliver a common foundation for change + a step-change in performance.

For industry development practitioners, it brings a benchmarked level of consistency across your region, helping you to measurably understand the common capability gaps facing your industry, all set within a framework to help you navigate where to focus your programs for maximum impact.

Delivered in a half-day workshop with interactive workbook format, our team will:

2. Upskilling for Action

THREE LEVELS OF KNOWLEDGE + SKILLS, HANDPICKED FOR IMPACT

One size does not fit all – that applies to customers as much industry development + capability programs!

So, to meet the diverse needs of businesses + the people within them, we’ve pulled together three levels of up-skilling activities to meet individual needs, whilst bringing the whole industry to a new level around customer experience.

It’s a menu of up-skilling solutions that you can pick + mix to meet your needs. Ranging from shorter, concentrated sessions on key customer capabilities for the wider industry through to full-day intensive masterclasses that are more tailored for focused capability development.

Are you looking for:
our short sharp online training sessions, click here
our 1/2 day Remarkable Customer Service session, click here
our integrated Experience Development Program, click here

LEVEL 1:
Quick Up-skill Sessions
LEVEL 2:
Remarkable Customer Service
LEVEL 3:
Creating Exceptional Experiences
Duration
90 mins each
3 hours
Full day + follow-on support
Overview

These sessions are bite-sized capability builders in the nine key areas businesses should be strong in in to be truly customer-led. Designed not to overwhelm, but to inspire, these sessions give operators the knowledge + inspiration they need to see their customers in a new light + take the actions that will help their business thrive.

This 3-hour session packs a real punch, fundamentally changing the way business leaders + their teams view their customers + traditional customer service. Designed to energise + inspire, this session has seen clients propel into the Trip Advisor Top 10 list within months of attendance. It’s a game-changer!

This Industry-leading Program brings regions + operators together to level up the customer experience of your region. Designed to help businesses review their existing offerings to create products + services that customers actually want + value, attendees tell us this program has fundamentally changed their lives + their businesses for the better.

Topics

Nine topics that hit the relevant issues facing businesses today covering:

● Customer Behaviour
● Customer Journey
● Customer Profiles
● Customer Insight
● Customer Experience
● Customer Advocacy
● Customer-led Vision
● Customer Culture
● Customer Proposition

(see topic table for details)


● Redefine Customer Service: improve your customer interactions + create greater customer connection

● Move beyond product transactions to customer experience + connection

● How to create customer advocacy through remarkable customer service

● Balancing the needs of different customer types


● Examine who your customers are today + what they need from you

● Explore the wider journey customers travel on (5SOT), where you fit in + the implications for your business

● What makes an exceptional experience + how do you create them?

● How to create the connection with your customer that drives strong reviews

Session tools

Worksheets
Workbook
Workbook, Action Plan + Mentoring Log

Designed for

Business owners/operators
Functional Managers

Business owners/operators
Front-line staff; all staff

Business owners/operators
Product Managers

Attendees per session

Up to 50
Up to 30
Up to 30
Outcomes

Targeted skill-building in the core business areas that will help drive business improvement

A reframed view of the value of customer service + its role in driving greater customer connection, advocacy + loyalty

Knowledge on what customers need across their journey (5SOT) + an action plan for improving customer experience

Customer Frame - Become a Customer-led Small Business Friendly Council - Improve your customer experience

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Your Three-Step Plan to accelerate your region’s recovery through customer

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LEVEL 1: QUICK UP-SKILL SESSIONS​

The Quick Up-Skill Sessions engage, educate + energise your region’s businesses to give them concentrated knowledge, skills + advice on the topics most relevant to strengthening their operations for a strong recovery.

With a focus on driving change, these sessions are not a ‘talk-fest of generic statements + concepts – they give practical, thought-provoking content that businesses can implement immediately.

Delivered in a ‘one-to-many’ format (usually up to 50 participants) over 90 minutes, it gives business leaders + owners + their managers targeted, bite-sized capability boosts that make an instant impact on their businesses.

SESSION TITLE WHY DO IT OVERVIEW

CUSTOMER BEHAVIOUR:
Get inside your customer’s head to improve your results

Make better business decisions by understanding your customer better

Get under the skin of what makes customers tick so that you can make the right decisions for them - + for your business.

By understanding what drives customers to make the choices they make + do the things they do, you can build your products, services +experiences around what your customer needs, creating greater customer engagement + connection with your business.

Learn about the five key customer trends that impact your customer’s decision-making process + how you can harness them in your own business to create the best customer experience possible.

CUSTOMER JOURNEY:
Step into your customer’s shoes to find new growth

Create greater empathy for your customer by understanding the journey they take to buy an offering like yours

Put yourself in your customer’s shoes + travel the journey they go on to buy a product or service like yours.

By understanding the journey your customer goes on, you create a deeper empathy for their pain points + the stages where they need you the most, aligning your business to those things that will make the biggest difference.

Learn about the journey a customer goes on when buying a product or service + how you can identify where they need you the most. Identify new product + service opportunities you never knew existed, to drive more income, greater profits + a stronger customer connection.

CUSTOMER PROFILES:
Improve your business by truly understanding your customer + what they need

Get to know your customers better to unlock hidden revenue opportunities

Get to know who your customers are beyond basic demographics, to who they truly are + what they need from a business like yours.

A deep understanding of your customer is crucial to becoming truly customer-led, knowing your customers better + differentiating yourself from competitors.

Learn how you can bring your customers to life, getting to know who they really are, what they’re trying to achieve + what they need from you to drive greater connection, drive more repeat business + higher spend per visit.

CUSTOMER INSIGHT:
Tap into the hidden potential of your greatest asset – your data

Make better business decisions by using your customer + sales data to its full potential

Customer data is often an untapped asset that holds the key to growth, efficiency + long-term sustainability.

Understanding how your customers buy from you + who are your most valuable (+ least valuable) customers can accelerate your marketing + sales efforts + drive new product + market opportunities to grow your business.

Learn how you can use your business + sales data better to help make more informed, intelligent decisions about how you promote + run your business to attract customers.

CUSTOMER EXPERIENCE:
Find + fix the issues in your business that are driving your customers away

Focus your improvement efforts on the things that matter most to customers for a more efficient business

Review your customer experience + identify the areas that may be alienating customers or stopping them from coming back.

Understanding the gap between what you offer + what your customers expect can highlight the issues behind why you might be losing customers or income.

Learn some tips + tricks around how to identify the issues in your customer experience + how you can improve them to drive greater business revenue + customer loyalty.

CUSTOMER ADVOCACY:
Get the crystal ball for your business + secure your future

Understand how your customers really feel about you for a powerful view into your future business performance

Get to know why having advocates + loyal customers is so important to your business + how you can get more of them.

By understanding how your customers feel about you – whether they’re advocates, apathetic or assassins – you can gain an insight into how well your business will do in the future.

Learn about the concept of customer advocacy + some tips + tricks on how to gain more advocates to build your business + lose the assassins that are damaging it.

CUSTOMER-LED VISION:
Re-imagine where you want to be for a brighter future

Put the customer at the heart of your business vision + watch your business thrive

Your business vision – big or small – must include the customer for your business to truly thrive.

Being customer-led is more than just commitments in a Kmart frame. By putting the customer at the heart of your decision-making, systems + processes, you can improve their experience with your business + their connection.

Learn some tips + tricks for putting the customer at the heart of your business through your vision, values, internal communications + team.

CUSTOMER CULTURE:
Put the customer at the heart of your business to smash your goals

Align your team around the customer for sustainable + unstoppable growth

Understand how aligned your team are around customer to help identify the gaps + issues that may be causing your customers to stray.

Being truly customer-led takes the whole team. You need to understand how well your functions + team members work together in order to create an intentional + consistent customer experience that keep customers coming back.

Learn the foundations for how to establish a customer-led culture for your business + some actions you can take to achieve it.

CUSTOMER PROPOSITION:
Create the cut-through you need to take your business to the next level

Position your business to attract more of the customers you want (+ less of the ones you don’t!)

A strong identity + core message helps your customer understand why they should choose you over others. They set the expectations a customer should have when dealing with you + position you in the marketplace as unique.

Understanding how you show up in the world against competitors + how your communications connect with your customers is crucial to setting customer expectations around your customer experience + delivery.

Learn why your brand identity + messaging are key to unlocking true customer connection + some tips + tricks for how you can bring your business to life through your messaging.

All sessions can be delivered in person (preferable) or online via Zoom/Teams, giving you the greatest flexibility in rolling out to your industry. We can also work with you to create a roll out schedule to fit strategically with other industry development topics in your calendar.via Zoom/Teams, giving you the greatest flexibility in rolling out to your industry. We can also work with you to create a roll out schedule to fit strategically with other industry development topics in your calendar.

GET YOUR FREE COPY

Your Three-Step Plan to accelerate your region’s recovery through customer

+ become a truly Customer-led Council

Customer Frame - Become a Customer-led Small Business Friendly Council - Improve your customer experience

LEVEL 2: REMARKABLE CUSTOMER SERVICE

Our Remarkable Customer Service Session is not your traditional customer service training.

This session redefines how businesses see + engage with customers, inspiring them to deliver better customer experiences to create greater customer connection, grow their businesses + raise the quality of customer interactions across the region.

Our unique, learn-by-doing training approach builds the capability + knowledge of participants, beyond traditional customer service. By equipping them with the knowledge, skills + expertise they need, participants understand how to apply their learnings to their own operations to create real + long-lasting impact.

Our immersive, interactive session will leave participants energised + excited for change.

This foundation session is conducted over a three-hour period + is specifically designed for business leaders + managers, frontline staff + support staff.

Topics covered in this action-packed session include:

The session includes a succinct workbook that helps participants to gather their learning + ideas into one place. This helps to be a useful reference moving forward to reinforce the learning + track the progress against their actions for improvement.

LEVEL 3: CREATING EXCEPTIONAL EXPERIENCES

Creating Exceptional Experiences is an integrated program designed to help business leaders to reveal new revenue, efficiency + advocacy opportunities in their existing customer experience delivery + to help them prioritise where to take action.

Consistent, quality + remarkable experiences start by putting the customer at the heart of the business + decision making. And it’s not just nice to have – customers are willing to pay more for a better experience, offer their loyalty + become willing advocates to bring even more customers. Our approach centres around helping businesses to reveal their gaps through the Customer Frame™ + take positive action to smash their goals.

In our experience, to make an impact + create lasting change with SME tourism operators, we’ve kept the approach simple, succinct + actionable. Our initial proposal is based on three activities – pre-session, an intensive masterclass + a targeted post-session follow-up to ensure action. An optional extra support path has also been outlined for operators wishing to take their business to the next level.

Each element is engaging, entertaining + educational, with the underlying premise of ‘train-by-doing’. Each topic builds upon the next, supported by best practice case studies + examples. Participants leave with clear, actionable insights to help them improve their customer experiences + contribute to overall region economics.

Customer Frame - Become a Customer-led Small Business Friendly Council - Improve your customer experience

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Your Three-Step Plan to accelerate your region’s recovery through customer

+ become a truly Customer-led Council

3. Mentoring for Growth

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Summary Outcomes

This integrated program of activities will help to educate, energise + engage operators + level-up their individual capability, whilst collectively improving the customer experience of the region as a whole. Furthermore, it will deliver a range of new, valued experiences to meet the ever-changing needs of customers.

Your operators will come away with:

For Regional Tourism + Region-wide Stakeholders:

THE CF DIFFERENCE

We are the experts in customer experience + helping SME businesses put the customer at the heart of everything they do. Not only are we exceptionally nice people, we have:

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Your Three-Step Plan to accelerate your region’s recovery through customer

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Customer Frame - Become a Customer-led Small Business Friendly Council - Improve your customer experience

Schedule + Investment

The following schedule summarises the investment by activity. As always, we’ll work with you to determine the best timing for each activity.

Industry Strengthening Program

ELEMENT ACTIVITY COST
1
UNDERSTANDING WHERE TO FOCUS

Deliver the Customer Kickstarter Workshop, including:

● ½ day facilitated session (onsite) by CF founders
● up to 20 participants per session
● all participant materials
● our signature ‘Customer Kickstarter’ workbook for each participant for benchmarking, reference + action
● session summary report for industry development lead
● region summary report for multiple sessions

$8,750
per session
2
UP-SKILLING FOR ACTION

Deliver the Quick Up-skill Sessions, based on your chosen topics from the menu, including:

● 90-minute facilitated session by CF founders
● up to 50 participants per topic session
● participant worksheets
● short online video summary prepared for each key topic for industry portal / library

$3,500
per session

Deliver the Remarkable Customer Service Workshop, including:

● 3 hour facilitated session (onsite) by CF founders
● up to 30 participants per session (additional seats available)
● all participant materials
● our RCS workbook for each participant

$4,950
per workshop

Deliver the integrated Creating Exceptional Experiences Program, including:

● pre-session review of region’s products + program participants
● full day facilitated session (onsite) by CF founders
● up to 30 participants (additional seats available)
● all participant materials
● our CEE workbook for each participant, including action plan + ongoing reference material
● post session group online surgery (1 hour)
● 20x individual check-ups (30 mins each)

$19,850
full program
3
MENTORING FOR GROWTH

Deliver the advanced Mentoring for Growth Program for selected businesses to level-up their existing experiences, then collaborate to create three new experiences for the region. This is a comprehensive program designed to run over 10 weeks, including:

● 10 businesses per exclusive program (we recommend up to 2 people per business to attend)
● onsite experience reviews for each participating business, with full comprehensive report + report summary call
● full day Improvements Workshop using the outcomes of the reviews
● 20x 1-hour Improvements Mentoring sessions to prioritise + support to accelerate action
● full day Experience Innovation Session to brainstorm ideas, identify viable options + then select three cross-industry experiences to work up
● 9x 1.5 hour Experience Development mentoring sessions, working with the three groups to bring the concept to reality
● a half-day Launch showcase + wrap up
● program administration to reduce burden on your resources

$70,900
full 10-week integrated program

Relevant Projects

The following projects provide an insight into the scale + complexity of our work + the disproportionate effects we deliver.

1

Creating Exceptional Experiences Program, QLD (Multiple regions)

Initially developed for Tourism + Events Qld, the program focused on helping individual businesses to review + improve their customer experiences to drive greater spend, repeat visitation + greater region coherence. Using our signature COAST framework, we delved into the core elements of customer, product, packaging, messaging + reviews, to help individual businesses + the collective identify new product + partnership opportunities + improvement priorities. 100% of attendees said the program was relevant or very relevant + 100% said they would recommend to others.

2

Brisbane Marketing Experience Development Program, QLD

As the primary contractor for EarthCheck, Customer Frame worked with 24 diverse SME tourism businesses to help them improve + innovate their existing offerings. By successfully reframing their operations from a ‘product-view’ to an ‘experience-view’, a range of new experiences were created, with the added benefit of enhanced industry capability + stronger cross-industry partnerships. Over 89% of participants were ‘very satisfied’ with the quality of delivery, with 100% citing that they would apply the actions in their business.

3

Sub-Region Unique Identity Program, QLD

To accelerate the industry-wide shift from product to experience, Customer Frame have led the charge on creating unique identities for the diverse yet disconnected Sunshine Coast region. With an international airport coming online imminently, our program has helped to align government, council + industry stakeholders. The outcome - discrete, unique offerings across the region that provide the platform for enhanced visitor economics, sub-region growth, repeat visitation + enduring customer advocacy.

4

Visitor Servicing Transformation Program, NSW/VIC

Murray Regional Tourism Board, in partnership with Customer Frame, were transforming the role of Visitor Information Centres to drive greater economic value for the region. The new program is inspiring, engaging + catalysing change with key stakeholders across a complex + diverse landscape of 13 LGAs, 2 State Governments + 6 RTA remits. We’re bringing vision to reality through a harmonised customer-led operating model that serves emerging customer needs + region priorities. Starting with ‘customer’, this program is an industry first, helping to create a significant step-change for all involved.

5

Remarkable Customer Service Program, Sunshine Coast

In line with region imperatives, Visit Sunshine Coast has retained Customer Frame to deliver group-based education + training programs on improving the customer service capability of SME tourism operators across the region. Since launching in 2017, our program continues to be one of the highest rated programs in the region, consistently delivered to over-capacity audiences. Participants often comment on how our session exceeded their expectations + gave them a real plan for making positive changes in their businesses.

Customer Frame - Become a Customer-led Small Business Friendly Council - Improve your customer experience

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Your Three-Step Plan to accelerate your region’s recovery through customer

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Experience Development: Our approach – Tried + Tested

The Creating Exceptional Experiences program is based on three activities – pre-session, an intensive masterclass + a targeted post-session follow-up to ensure action within the operator base.

Developed in partnership with Tourism + Events Queensland, our program has been applauded for its focus on education + action, helping tourism operators to actually make it happen.

The integrated program focuses on education + awareness, rather than simply developing tactical skills. The format:

For Great Ocean Road Regional Tourism + region-wide stakeholders:

We deployed our approach to support the strategic development + backbone of the Southern Great Barrier Reef region. This region brings together three regional tourism organisations, in a customer-led partnership to establish the Southern Great Barrier Reef as a destination + experience of choice for the future.

Here is a snippet of what some of our participants had to say:

What your peers have to say

"The session was excellent in encouraging thinking in leaders on customer experiences and provided guidance through this thinking. It was a good starting point to initiate development strategies for improving customer experience by the department."
“Workshop was an awesome session. I learnt that putting the customer at the top of our decisions is key - we create our offerings thinking we know what the customer wants, but we really don’t – the session totally flipped it for me!”
"I believe that participating in yesterday's workshop enabled me to be really honest, and identify where we really are at the moment, but as a team the knowledge that we are all at the same point, but want to move forward together. This then becomes quite empowering."
"I found the workshop informative, it really made me think about where we actually are, rather than where we think we are. It was good to see that even though we have work to do, we're all aligned in where we are + where we want to be."
“CF understand us. Their workshops receive rave reviews + have set the industry benchmark moving forward. They always strive to exceed our expectations + live by the customer ethos they deliver.”

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Your Three-Step Plan to accelerate your region’s recovery through customer

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Customer Frame - Become a Customer-led Small Business Friendly Council - Improve your customer experience

Overview: Information to Inspiration Program

Bring your VIC strategy to life through your customers + your staff.

Build the customer capability of VIC managers + staff, equipping them with the wider knowledge, skills + expertise to drive the operationalisation of your VIC strategy.

As the face of information provision changes with changing customer needs, industry infrastructure + technology, it is vital for VICs to remain relevant. This program helps VIC managers + staff find their place in a changing world for a strong, resilient future.

What is it:

Walk away with:

In this course, we’ll cover:

Each module is an engaging, entertaining+ educational session, conducted over one hour(online webinar),with the underlying premise of ‘train-by-doing’.

Each module builds upon the next, with participants who complete the program attaining an ‘Information to Inspiration’ certificate.

How to make it happen

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Call: 1300 162 997 Email: hello@customerframe.com

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