Client Experience for the social sector
As social sector specialists, we understand what Client Experience (CX) means for organisations who support the community and people experiencing challenges or disadvantage. There’s real complexity in meeting and exceeding expectations in this setting. Being boldly innovative while constrained by funding and compliance requirements feels impossible at times. But it can be done, and you can deliver something exceptional!
You’re in the ‘experience’ business
Across the globe, consumer expectations are rising exponentially. Rapid advances in technology, communication and delivery models have driven this trend over the past 10 years. Now the events of 2020/21 have put this into overdrive.
Organisations today are in the business of ‘experiences.’ Delivering meaningful and authentic experiences is what sets you apart and what keeps clients coming back. So, are you geared up to meet your client’s needs? We’re here to help you reimagine what’s possible…
Our Net Promoter score has increased over a 3 year period pre to post CX project, from +18 to +53 as a result of this shift in delivery. Thank you Mesh!
Job Centre Australia
These powerful resources are now being used to inform and drive improvements to the local mental health system in ways that really make a difference for clients.
Outer East Primary Care Partnership
54% of customers have higher expectations for service today compared to one year ago. This percentage jumps to 66% for consumers aged from 18 to 34 years old.
We work with clients across a range of industries but have a particular soft spot for helping businesses in Australia’s social sector.
Recognising that enhancing our customer’s experience would give us a competitive edge, we engaged Mesh to assist us in all aspects of the CX journey at Spectrum. Amy’s experience was invaluable throughout the entire change journey and she really challenged us to change our thinking and behaviours to ensure we were truly placing the customer at the centre of everything we do. We feel that we now are a step ahead of other organisations in this space and we will continue to embed our learnings to ensure we’re continually enhancing our customer’s experience at Spectrum.
Chief Growth Officer
The team at Mesh assisted us with our Customer Experience project, to better understand how we can make positive changes to our service delivery. Amy was wonderful to work with, thoroughly engaging, warm, and extremely knowledgeable. She facilitated a number of online workshops with our cross functional teams, to deliver a thorough Journey Mapping and Persona piece for our business.
This work enabled us to gain a deep understanding of our customer’s experience and identify opportunity to redesign our service delivery model from a ‘customer first’ perspective. Our Net Promoter score has increased over a 3 year period pre to post CX project, from +18 to +53 as a result of this shift in delivery. Thank you Amy, and Mesh!
Head of Marketing & Communications
Job Centre Australia
National Disability Services has worked with Amy and the Mesh team in the space of Customer Experience since 2014. Together we have run short programs as well as intensive longer experiential programs. Mesh took the time to get a thorough understanding of NDS’ needs and those of the disability sector so that we could work collaboratively together to achieve great results. Mesh were always responsive to feedback that often resulted from the changing sector needs (as you would expect when a sector goes through a significant reform) which meant we consistently received exceptional feedback from all of the programs we delivered together. It has always been a pleasure working with the Mesh team.
Transition Fund Manager
National Disability Services
The BACCO course was transformative. It was pitched at the right pace and content delivery was balanced with practical tips along the way. It’s been instrumental in shaping our approach to building a customer centric organisation. Amy brings great passion to the program and makes her corporate experience accessible to the disability services sector. The interactive workshops really got us out of our comfort zone which only led to deeper understanding of the need to ‘walk in the customers’ shoes. A fun and instructive course all round.
GM Planning, Strategy & Development
Amy Whelan, Founder & Director
Tenaciously curious about what makes people tick, I’ve spent my life studying customers – what motivates them, what frustrates them, what makes them behave the way they do. There’s no rule book when it comes to client experience and I love challenging the norms, to tease out what’s possible for Mesh customers to achieve exceptional results.