A Global Reset on Customer Experience Is Underway

Why Businesses Are Re-Educating Their Staff on Service - And Why a "Service Rebellion" Is Emerging

Businesses around the world are re-examining how customer service is understood, delivered, and recognised internally, as growing evidence shows that transactional interactions and inconsistent experiences are eroding trust, loyalty, and long-term growth.

After years of prioritising speed, automation, and efficiency, many organisations are confronting a new reality: consumers are no longer satisfied with purely transactional experiences. They expect more than processes and policies. They want to feel valued, understood, and remembered.

"People aren't chasing perfection," said Justin Herald, one of Australia's leading customer service and engagement keynote speakers and trainers. "They're chasing experiences that feel human. Transactions don't build loyalty. Moments do."
Herald says most service failures are not the result of poor attitude, but of misalignment and a lack of shared understanding across teams.
"Very few employees turn up to work wanting to deliver poor service," he said. "But when service is reduced to checklists and scripts, people default to speed instead of connection."

As businesses scale, automate, and stretch teams, customer experience often becomes fragmented. Different roles interpret "good service" differently, resulting in interactions that feel efficient but forgettable.
This growing disconnect has sparked what Herald describes as a "service rebellion" - a movement pushing back against the idea that service can be systemised without losing its soul.

"The rebellion isn't against technology," Herald said. "It's against treating customers like transactions and staff like process operators."
The Service Rebellion calls for organisations to reset expectations internally, ensuring leaders and frontline teams are aligned on how customers should be treated, spoken to, and remembered at every touchpoint.

Industry observers note that rising customer expectations, combined with declining tolerance for impersonal experiences, are forcing businesses to rethink how service is delivered and reinforced.
"Customers don't compare you to your competitors anymore," Herald said. "They compare you to the best experience they've had anywhere."

As economic pressure intensifies, businesses that rely solely on efficiency and pricing are finding it harder to retain both customers and staff. In contrast, organisations that recognise and reinforce meaningful service behaviours are seeing stronger engagement, loyalty, and advocacy.
"Service doesn't improve because you demand it," Herald said. "It improves when everyone understands it, believes in it, and sees it recognised."

The message to business leaders is clear:
"If your customer experience feels transactional, your customers feel it - and they leave quietly."

Media Contact
Justin Herald
Email: justin@CustomerCulture.com
www.CustomerCulture.com

PO Box 314
Pacific Fair
QLD, 4218

Customer Culture is a global customer experience consultancy helping organisations align their people and behaviours to deliver consistent, human-centred service. Founded by Justin Herald, one of Australia's leading customer service and engagement keynote speakers and trainers, Customer Culture works with organisations worldwide to move beyond transactional service models and build cultures where customer experience is clearly understood, reinforced, and lived by all staff.

This release was published on openPR.