What’s in a name?

“Is there anything more important than your name?”

Paul Cave, AM – Founder and Chairman of Sydney BridgeClimb.

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Sydney Harbour Bridge by John Armytage.

Today, I heard an awesome story of perseverance, creativity, history, politics, measurement, customer experience and passion! The Sydney BridgeClimb is a truly customer centric organisation, driven from the top.

Paul, who has been an avid collector of Sydney Harbour Bridge memorabilia for decades, still reviews customer satisfaction scores for his business daily. He responds personally to all customer complaints and mandates that his staff learn and address all their clients with their first name.  That’s more than 3 million first names since inception in 1998.

Do you address your customers personally?

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About Objective Experience

Objective Experience is your partner for customer experience strategy, research, design and usability testing. Our team of passionate Customer Experience Consultants uncover insights from your customers to optimize customer journeys across all digital and physical channels – mobile apps, websites, systems, shopper and retail. We research on how customers interact with products, services and environments through interviews, surveys, focus groups, desk research, eye tracking and usability testing. Actionable recommendations are developed from our in-depth observations and testing. Our partners and clients come from a wide range of businesses and industries - from large financial institutions and government organisations to technical consultancies, Universities and not-for-profit businesses. Objective Digital Holdings Pty Ltd has offices in Sydney (Objective Experience Sydney) and Singapore (Objective Experience Singapore). Eye Tracking, CX, UX, Usability Testing, Shopper Research & Design Thinking across Australasia and South East Asia.

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