Readers Digest Australiaの December 2023/January 2024 の目次

Wonderful World I enjoyed ‘Vision Quest’ (Oct/Nov ’23) about the family who travelled the world before their kids lose their vision to a rare genetic condition. I have a friend who has a daughter with autism and she did something similar before her condition worsened, as sadly it did. She travelled around Australia, New Zealand, Thailand and Singapore for 18 months when her daughter was eight. Who can blame parents for wanting their children to see more of this wonderful world while they can fully appreciate it? Good luck to this lovely family. RIA HARDING Staying Connected I was intrigued by the article ‘Let’s Be Friends’ (Aug/Sept ’23). I grew up in Sri Lanka and at 75 migrated to Australia with my wife to follow our daughters. I am now…

1. DON’T CARBO-LOAD AT BREAKFAST Carbohydrates hold water in your body, which may make your belly bloat. Plus, high-carb, high-sugar breakfast foods like bagels or cereal might fill you up initially, but you’ll probably end up searching for more food within an hour, says nutritionist Alissa Rumsey. “Those digest pretty rapidly, and then your blood sugar spikes up and drops back down pretty quickly because they digest so fast,” she says. Those extra carbs will more likely cause bloating than if you’d started with a more filling breakfast. 2. GREEK YOGHURT IN THE MORNING Look for a brand of Greek yoghurt that contains live and active cultures, which will promote healthy bacteria in your gut to prevent bloating. Slowly add a little more fibre to your diet every day for a flatter…

7 NIGHTS FROM $2,999PP^ INC FLIGHTS, TAXES & TRANSFERS 7 NIGHTS | FEBRUARY 2024 - FEBRUARY 2025 SALE EXTENDED: SAVE UP TO $1,000 PER COUPLE^^ EXTEND YOUR CRUISE! 7N MURRAY RIVER CRUISES AVAILABLE Discover some of the treasures of South Australia before you embark on an unforgettable cruise along the marvellous Murray River. Your adventure begins in Adelaide, the City of Churches and one of the world’s most liveable cities. A full day tour takes you to South Australia’s premium wine region, where you’ll sample some of the Barossa Valley’s finest wines. You’ll then take a ferry to Kangaroo Island, offering nature-based activities, and encounters with koalas, birds of prey, and kangaroos. You’ll then embark on the PS Murray Princess for an unforgettable three-night cruise along the beautiful Murray River, highlights…

IT WAS IN MARCH 1943 that we started a department called Drama in Everyday Life, about people overcoming ordinary troubles. But the approach (and name) changed in 1966 with a thrilling hostage story called ‘A Stranger at the Door’. Since then, Drama in Real Life has been a reader favourite around the world. These stories are about regular people who refuse to die: people who have been abandoned in oceans and in deserts, or fallen into wells, off cliffs and down mountainsides. People escaping war zones or who have lost a limb and are far from help. We’ve shared moment-by-moment accounts of people attacked by bears, dogs, snakes, kangaroos and killer bees. And when the survivor can’t endure any more, we’ve celebrated the brave people – friends, family, trained rescuers…

MORE OFTEN THAN NOT, collecting the hire car is the last stop before a holiday really starts. Budget understands this very well and takes as much hassle out of the rental process as possible to ensure customers can get to where they want to go quickly and smoothly. This is not something Budget just talks about. The nearly six-decade-old company has products in place to deliver on this, such as its Budget Fastbreak Membership programme, which allows customers to skip the rental queue. Other such products include Budget’s Online Precheck – which allows customers to fill out their details before picking up their vehicle – and Photoproofed Digital Vehicle Inspection, which gives customers the peace of mind that the pre-existing condition of the vehicle has been captured before they arrive…

2024 IS SHAPING UP TO BE A MONUMENTAL YEAR for Royal Caribbean. This year will see the cruise operator launch two of the world’s largest cruise ships. Icon of the Seas will feature thrills, chills, wows and record-breaking features you won’t find anywhere else – including an industry first; turning solid waste directly into energy, which supports Royal Caribbean’s drive to deliver the best holiday experience responsibly. Also debuting in 2024 is Utopia of the Seas. This ship is the first of the game-changing Oasis Class vessels to offer short getaways – the perfect quick escape for friends, families and groups celebrating any occasion. Royal Caribbean is committed to bringing world-class, technologically advanced ships to local waters with more included, like modern accommodation, delicious dining and only-on-Royal activities, such as surfing,…

ALMOST 4 MILLION AUSTRALIANS trust Bupa with their health. As a healthcare partner, Bupa’s aim is simple: To help customers get well and stay well, so they can live longer, healthier, happier lives. And this year, Australians have awarded Bupa first place in the Reader’s Digest Quality Service Awards for Health Insurance. “We’re proud to receive this award. It recognises the hard work our people put into helping our members every day,” Bupa Health Insurance Managing Director Chris Carroll said. “We know household budgets are under stress, and our health insurance policies offer great value to our members on a range of budgets, while giving a peace of mind for those unexpected life moments.” “Over the past year, we’ve supported our members with the launch of our loyalty and recognition program…

FOR MORE THAN 37 YEARS, the proudly Australian-founded company Scenic Luxury Cruises & Tours has worked tirelessly to earn its steadfast reputation for curating and delivering exceptional ultra-luxury cruising and hand-crafted land touring itineraries. Its journeys are designed for travellers who seek immersive and enriching travel experiences and luxury service. Scenic takes its guests to more than 60 countries with its broad portfolio of land journeys, river cruises and ocean voyages. Guests can travel on board the 6-star Scenic Eclipses that has set a new benchmark in ocean ultra-luxury cruising; or on a 5-star truly all-inclusive river cruise along the spectacular waterways of Europe or South East Asia; or on handcrafted land journeys in Australia, New Zealand and Canada. An unparalleled guest experience is at the heart of everything Scenic does.…

For some, it’s the toughest job out there. But for skilled customer service teams, their customers’ problems are simply challenges they love to solve. Here’s what one group of customer service professionals said they enjoy most about their work… “I love it when you take that customer who has just had it and is at the point of giving up and you turn them around to a happy customer that is ready to give you another chance.” “Satisfaction of helping someone and them being grateful.” “It’s great helping someone who calls in frustrated, and by the end of the call is truly appreciative.” “THE FACT THAT I CAN CHANGE THEIR DAY WITH MY ACTIONS AND LEVEL OF SERVICE RECEIVED.” ‘The thing I love most is being able to help someone…

WITH THE END OF ONE YEAR and the start of another, we felt it was important to focus on what’s great in this world. In ‘Adding Up To Happiness’ (page 50), we offer a wise formula for how to manage the pressures of your life. Then, in ‘Worry Less’ (page 150), we show you how to avoid taking on other people’s worries. We also delve into the largely silent yet common condition of fatty liver disease in ‘How’s Your Liver Feeling?’ (page 122). Then we visit the town of Rovaniemi in Finland in ‘Searching For Santa’ (page 72). Also, this issue marks ten consecutive years of our annual Quality Service Awards. We are proud of our involvement in the awards, which for a decade has asked everyday people to tell us…

BREAST CANCER SURGERY NOT ALWAYS ESSENTIAL Patients with breast cancer who respond well to chemotherapy may now be able to skip surgery altogether: improvements made to the drugs have rendered them so effective that they can sometimes eradicate the cancer. For instance, in a Texas-based trial, published in Lancet Oncology, 31 out of 50 women with early-stage HER2-positive or triple-negative tumours had no signs of cancer after chemotherapy. So instead of an operating room, these patients proceeded to radiotherapy – and after two years, none of them saw their cancer return. Larger trials are still needed, however. A NEW DRUG FOR HOT FLUSHES Hot flushes affect roughly 80 per cent of women in menopause and can be a huge drag on mood, sleep, concentration and quality of life. For those…

7 NIGHTS FROM $2,399PP* INC FLIGHTS & TAXES 7 NIGHTS | DECEMBER 2023 - MARCH 2025 4-DAY PORT DOUGLAS EXTENSION FROM $499PP FREE UPGRADE TO 5* CRYSTALBROOK BAILEY CAIRNS HOTEL Experience the Spirit of Queensland before acquainting yourself with the world’s largest reef system on this fascinating Cairns exploration holiday. You’ll spend a night in Brisbane, before embarking on a scenic Spirit of Queensland rail journey to Cairns. Arriving in Cairns, you’ll then savour an enchanting rainforest rail journey through Barron Gorge National Park, followed by an escorted tour where you’ll become acquainted with some of Australia’s best-loved wildlife. An escorted Great Barrier Reef tour then follows. Venturing out by catamaran to the outer reef, you’ll marvel at mesmerising creatures, from schools of coral trout to turtles. Finally, you’ll enjoy Indigenous…

Shout out to everyone spending New Year’s Eve at home, sitting on the couch in pyjamas, eating snacks and watching TV, while scrolling through your phone. @IMIGHTBEFUNNY1 I’m up for any New Year’s Eve party as long as it starts at six, ends by eight, involves food, and doesn’t require any social interaction whatsoever. @ABBYHASISSUES The weather guy said we may need a raincoat for New Year’s Eve, like I’m actually going anywhere. @MCDADSTUFF We only have small, intimate gatherings for New Year’s Eve, because I like to limit the number of people who watch me fall asleep at 10.30pm.  @RODLACROIX “This is going to be the best New Year’s Eve ever,” I say while bedazzling my dog’s jumper. @SIXFOOTCANDY…

Over lunch recently, an old friend and I talked about life. She admitted that she’d been lonely since her husband died. “Yet I can’t complain,” she said. “I had a good marriage. The kids are on their own. My job isn’t exactly thrilling, but it’s secure, and I retire in 15 years. So what else is there?” What else indeed! A woman of 50 – able, experienced, attractive – assuming, in effect, that her life is over. I’ve seen this often, and in much younger people – the resigned conviction that change is impossible. What many of us fail to realise is that it’s possible at any age to improve the quality of our life. But we have to initiate the process ourselves. By taking a new job or moving…

Tidying up means dealing with all the ‘things’ in your life. So what do you really want to put in order?MARIE KONDO, TIDYING EXPERT Marriage is the punctuation mark and the celebration of what you already have.JULIETTE LEWIS, ACTRESS In many instances parents encourage children to get something from the world outside, but in truth they must get into their children’s inner world, the real place where learning begins.ANGELICA LEE SINJE, ACTRESS AND DOCUMENTARY MAKER With the new year comes a refuelled motivation to improve on the past one.GRETCHEN BLEILER, ATHLETE I think when you do the right thing for the world, most of the time, the profits follow.MARTIN KON, PRESIDENT OF AN AI STARTUP WE’RE ALL GOING ABOUT TRYING TO MAKE BEAUTY IN THE WORLD AND TRYING TO MAKE…

As long as I can remember, my mouth has been getting me into trouble. Growing up, I would say anything to get a laugh, no matter how crude or cutting. I used the gift of the gab to get what I wanted from my parents (money, a later curfew) and to get out of what I didn’t want (chores, groundings). I was asked to leave four different schools, mostly because I talked too much, and every one of my school reports said some variation of the same thing: I’d do much better if I would just shut up. My mouth may have served me terribly as a student, but it set me up perfectly for a career in radio. In 2003, I launched a talk show on an AM station.…

1. The Philippines declared independence from what country in 1898? 1 point 2. What large semiaquatic mammal was once thought to be a herbivore, but sometimes eats meat? 1 point 3. In what country was writer and theologian C.S. Lewis born? 2 points 4. What European country’s government has had more than 65 cabinets since 1945? 1 point 5. Cristiano Ronaldo was the first football player to score in five World Cups. True or false? 1 point 6. What is the only mammal that can fly? 1 point 7. What beloved 1813 novel was originally titled First Impressions? 2 points 8. Which zodiac sign in Western astrology is born in the first half of January? 1 point 9. What computer component weighed more than a ton when it was first…

We commissioned independent market research agency Catalyst Consultancy & Research to survey a representative sample of 2500 Australians. To build a brand list reflective of today’s market, an initial survey was conducted with a representative sample of 500 Australians who were asked which companies they have had recent experience with across 33 categories. In the second survey, completed by over 2000 Australians, data was captured on which of those companies across the 33 categories had provided the highest levels of customer service over the past 12 months, rating each organisation from one to ten across five key pillars of customer service: ■ PERSONALISATION: How well was the company able to provide the consumer with an individualised customer experience? ■ UNDERSTANDING: How effectively was the company able to demonstrate a genuine insight…

WITH HUNDREDS OF CHEMIST WAREHOUSE stores located across the country, including most regional centres, the iconic brand is not only Australia’s largest pharmacy retailer, but a market leader that values its people, the community and the environment around us. Starting out in 1972 as a single pharmacy in Reservoir, Victoria, Chemist Warehouse has grown to become a global player. Now also operating in New Zealand, Ireland and China – and employing more than 20,000 people worldwide – Chemist Warehouse has incredible purchasing power, meaning the retailer is able to pass on significant savings to its many thousands of customers. Providing a huge range of products, including prescriptions and medicines, vitamins, weight loss products, babycare, and beauty and skin care, staff at Chemist Warehouse are tasked with a huge job to serve…

SINCE LAUNCHING IN 1998, Australian Seniors has helped protect the financial future, valuable assets, and long-planned retirement of older Aussies from all walks of life. Meeting their vision of providing easy-to-understand insurance for the over 50s market, Australian Seniors’ high-quality products, award-winning customer service team, and customer-first approach, have been recognised by both their customers and the wider industry. Australian Seniors is committed to delivering the best possible customer experience. They understand that customers expect a high level of service, which is why their dedicated sales, support and claims specialists are based in Australia, so customers can be confident they will always be able to speak with someone who can understand their needs. The Talent Acquisition team and managers ensure the right personnel are working for Australian Seniors, by looking for…

THE GOAL IS SIMPLE AT SPECSAVERS AUDIOLOGY: to change customers’ lives for the better. How do the Audiology Professionals do this? By providing clients with accessible, affordable hearing care. At Specsavers Audiology, the focus is on serving customers’ needs, providing excellent clinical care and offering a product range that gives great value for money. By introducing a hearing screening as part of the pre-test journey for optometry, Specsavers is raising awareness of hearing health, which means Australians are gaining easy and convenient access to hearing care earlier. “By identifying hearing loss sooner, we can dramatically increase the number of people that do something about it to help reduce isolation, stigma, and mental health problems associated with undetected hearing loss,” says Nick Taylor, Specsavers Chief Audiologist. If someone is concerned about…

RECOGNISING THE NEED FOR HOUSING and quality services has been at the heart of ECH (Enabling Confidence at Home) since 1964. Originally supporting ageing war widows, the not-for-profit has moved with the times, expanding its client base to be more inclusive. This has enabled people from culturally diverse backgrounds, including those in the LGBTI community, to remain living confidently and independently at home as they age. Although ECH has continued to evolve, one thing has remained constant: its unwavering commitment to ensure people are able to live life well, no matter their age or stage in life’s journey. Employing more than 850 staff, ECH – which has 110 villages across SA, four Wellness Centres, four Day Programs and a Care Hotel – encourages its clients to ‘get MORE out of life’.…

AGE WELL AT HOME WITH AUSTRALIAN UNITY At Australian Unity we believe there’s no place quite like home. With our expertise in health and care, we support older Australians to live and age well at home. Established in 1840, Australian Unity is one of Australia’s original social enterprises – founded by community leaders who believed in the power of collective endeavour and shared values to address the challenges of the day. Though we’ve evolved over time to become a leading provider of health, wealth and care products and services, having a positive impact on the wellbeing of our members, customers and communities remains at the core of everything we do. Today, more than 30,000 customers trust us with their health and care needs, ranging from personal care and grocery shopping all…

COMMITTED TO FOSTERING A CULTURE OF SUCCESS, Tyrepower is driving results through its retail members. Formed in 1977 by ten independent operators, today Tyrepower has stores right around the country. It’s this positive workplace culture that attracts talent and positions Tyrepower as an employer of choice – both in the industry and broader community. Tyrepower members know that the backbone of their success is their people and that empowering staff to reach their full potential and a positive culture not only impacts the happiness and satisfaction of staff, it affects results. And in a competitive employment market, it’s this culture that ensures Tyrepower’s staff levels remain at capacity so they can continue to deliver exceptional service to customers. To retain the amazing staff they employ, Tyrepower owners provide them with comprehensive…

MULTI-AWARD-WINNING INTERNET SERVICE PROVIDER Aussie Broadband has been keeping Australians connected since 2008. Because it cares about the needs of Australians, the telco focuses on high quality and great value using the very latest technologies. With its customer service staff all located in Australia, Aussie Broadband empowers staff to fix issues with customers on the first call. “Our call centre staff do not use scripts other than for compliance purposes, and we strive to explain everything in plain English to communicate clearly. If customers have an internet issue, we work hard for it to be resolved,” says Nikki Kovacevic, General Manager Residential Customer Service. That’s because Aussie Broadband loves to go above and beyond for its customers. Apple and Android phone users can download the ‘MyAussie’ app to access instant…

RSPCA PET INSURANCE has a strong customer-first culture. They believe in respectful and honest customer service, and that communication should be simple and easy to understand. To continually improve on procedures and ensure that the customer experience is as seamless as possible, RSPCA Pet Insurance provides multiple channels – email, phone and social media – for customers to share their feedback and suggestions. Taking a proactive approach in collecting customer feedback helps them to understand how they can improve processes and service for all RSPCA Pet Insurance customers. Customer-first behaviours are celebrated across the entire business, including their dedicated Australian-based call centre, which can be contacted Monday to Friday, 8am-8pm (AEST), except public holidays. RSPCA Pet Insurance is flexible and provides peace of mind for pet owners across Australia. Pet…

FORMED IN 1977 BY TEN INDEPENDENT RETAILERS, today the Tyrepower Group operates in all states and territories and is the largest independent tyre retailer in Australasia. Powered by retail members who retain control over their own business (without the complexity or costs associated with franchise arrangements), Tyrepower stores offer customers flexibility, savings and value for money while providing first-class product knowledge and friendly customer service. “Every Tyrepower member is uniquely positioned to offer a wide range of quality products without being tied to one brand,” says Dale Klompmaker, General Manager, Tyrepower (WA), “so we can dynamically meet customers’ needs with the safest, best-value solution.” As a group, Tyrepower members set and measure objectives to make every client feel special. They also actively grow their service offerings to be more than just…

On the way to growing an Iron Man. FATIMA KHATUN I’m not in the right headspace. MERRAN TOONE Boss in shining armour. EUGENE YEO Good knight everyone. ANURUDDHA FERNANDO Antique’s roadshow. PARVEZ RAHIM Congratulations to this issue’s winner, Merran Toone. CAPTION CONTEST Come up with the funniest caption for the above photo and you could win $100. To enter, email editor@readersdigest.com.au or see details on page 7.…

GOUT A Nottingham University study of more than 60,000 patients with the painful arthritic condition gout found that people who’d had a flare-up had greater odds of having a stroke or heart attack in the following 120 days. Other conditions that, like gout, involve inflammation – such as rheumatoid arthritis, Crohn’s and lupus – also make you more prone to coronary artery disease. HAVING A PREMATURE BABY Women are by no means spared when it comes to heart disease. Doctors don’t yet really understand why, but studies have shown that having a pre-term or low birth-weight baby, gestational diabetes or pre-eclampsia all put mothers on the radar for future heart problems. MIGRAINES IN WOMEN In a study of nearly 28,000 female health professionals in the US, women who suffered from…

In April 1995, my uncle secured a lucrative job in Saudi Arabia. He and my aunt left their home in suburban Sydney and relocated to a western compound (a residential gated community for expats) in Jeddah. My aunt shares stories of life under Saudi’s strict laws and how she craved her western freedoms. One such freedom was the celebration of Christmas. Hailing mostly from Australia, the UK and the US, the compound residents organised their Christmases by smuggling in decorations and creating homemade Santa suits. They even staged the photographic rituals with mums and dads disguised as the shopping centre Santa Claus. My aunt’s eagerness to recreate this photographic ritual with her children stems from her own childhood posing with Santa. My siblings and I were also photographed every year…

I am an anxious traveller. I arrive at airports and train stations extra early. I triple-check all of my documents, feel a tightness in my jaw and a slight clench in my stomach until I’ve arrived where I’m going. Non-anxious people tease me for being a ‘nervous nelly’. I used to feel bad about it, seeing it as irrational, weak. Not anymore. I could write a book on this subject – actually, I did: A Brief History of Anxiety (Yours and Mine). I’ve learned to respect my tendency to be hypervigilant. Recently, I was driving along a rural road at the start of a long trip that would mainly be on a large highway. I began feeling that something could go wrong. What if I run out of petrol? I…

“A litter box. It ended up being my favourite gift ever because it was my parents’ way of saying that we were adopting a cat. @GIVENTOFLY164 “A set of miniature butter knives with ceramic fruit and vegetables as the handles. From an aunt who said that I was ‘so hard to shop for.’ I was seven.” REDDIT “22 kilograms of russet potatoes.” “My grandpa planned to give me a tissue box with money in it (not sure why). But he wrapped the wrong box, and I opened a box of tissues on Christmas morning.” @LINGVISTOV-LANDYSH “An entire mouse skeleton my uncle wired together (surprisingly well) to make it stay put. I was seven and I loved animals so my uncle thought it was a nice present. He was absolutely right.”…

For some, putting up Christmas decorations is yet another holiday chore. But for the Pascucci family, stringing lights and decorating the yard of their home was always a time of celebration. Starting in early November, Anthony Pascucci, the family patriarch, and his older sister, Connie, would visit local stores to check out new decorations and to dream up their vision for that year’s extravaganza. Anthony’s son, Tony, and daughter, Sara, shared the home, and they pitched in as well. Tony helped with the wiring, while Sara hung ornaments on the tree inside the house, playing ‘White Christmas’ over and over to keep everyone in the spirit. In 2020, as in every other year, Anthony strung colourful lights all around their roof until it looked as if sparkles were dripping onto…

QUESTIONS 1 Cave walls, stone tablets and animal skins: before the invention of paper, man used all kinds of materials to write or paint on. Who is considered to be the inventor of paper as we know it today? a) Cai Lun, a Chinese court official around 100 CE b) Darius, a Persian Great King around 420 BCE c) Archimedes, a Greek scientist around 500 BCE d) Yax Nuun Ahiin, a Mayan King around 380 CE 2 Paper is a precious commodity. Its production requires large amounts of energy, water and fibre. The latter usually comes from wood. Which trees are preferred for paper production? a) Deciduous trees b) Palm trees c) Tropical woods d) Coniferous trees 3 What is the difference between paper and cardboard? Cardboard is … a)…

1. shindig – A: barbeque. B: large, lively party. C: country dance. 2. sideshow – A: small show within a larger exhibition. B: unofficial entertainers, as in buskers. C: rigged game at a carnival. 3. zeal – A: sleight of hand. B: enthusiasm in pursuit of something. C: musical instrument similar to a zither. 4. ebullient – A: crowded and noisy. B: waning energy due to exhaustion. C: cheerful and full of energy. 5. symposium – A: flower festival. B: gathering that features an exchange of ideas. C: music festival. 6. marquee – A: large tent set up for an outdoor event. B: seating area for dignitaries. C: carnival vendor. 7. hippodrome – A: oversized float in a parade. B: giant balloon, often animal-shaped. C: venue for equestrian events. 8.…

AUSTRALIA’S LEADING TAX PREPARATION FIRM, H&R Block, provides outstanding client service and takes the stress out of tax time with their maximum tax refund guarantee and year-round support. Offering a range of tax and specialist accounting services, H&R Block has you covered, regardless of your life stage, whether you are an individual, small business, property investor, student or senior. H&R Block: always striving to deliver over and above clients’ expectations. Every year, H&R Block conducts pre-tax season training and monthly training for consultants, focused on the latest industry insights and changes to tax laws. This ongoing training ensures that staff are seen as the most reputable ‘Tax Experts’ in the industry and quality service is maintained for clients. H&R Block do their best to help add value to their clients’ experiences,…

THERE’S SO MUCH TO LOVE ABOUT A PRINCESS® CRUISE. Sailing to over 330 destinations around the world on 16 MedallionClass® ships, Princess guests enjoy a warm and gracious service in an atmosphere of comfortable elegance – and have done so ever since Princess launched its first ship over 55 years ago. This experience is enhanced with Princess MedallionClass – a breakthrough in the holiday industry. Making sure you feel taken care of is what a Princess cruise is all about. It’s the friendly crew’s job to discover what makes you feel special. As a guest you can enjoy food and drinks delivered on demand, keyless stateroom entry, reserving dining tables and activities, and MedallionNet® WiFi. Guests can also choose Princess Plus and Premier packages for ease and great value with…

‘We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.’Jeff Bezos, founder and CEO of Amazon “Some companies and products provide such a perfect, seamless experience that it has raised the bar. In fact, it’s so easy and seamless that we kind of forget to be impressed. But what they’re doing is making the ones that don’t deliver that kind of great experience all the more obvious.”Susan Weinschenk, chief behavioural scientist and CEO, The Team “STOP SELLING, START HELPING.”Zig Ziglar, motivational speaker “We don’t want to push our ideas on to customers, we simply want to make what they want.”Laura Ashley, fashion designer and businesswoman “QUALITY IS…

WHEN SOMEONE BOOKS OVER 50 TRIPS with the one holiday tour operator, the company knows they must be doing something right. To learn more about why Kerryn has been such a loyal customer, Intrepid CEO James Thornton invited her to its headquarters in Melbourne. During a live Q&A session, Kerryn explained that she kept returning to Intrepid for her holiday experiences because the company stood by its values and cared about its people – customers, staff and the local communities it visits. Providing small group tours with a mission to create positive change through the joy of travel, Intrepid has been a leader in responsible travel for over 30 years, and offer more than 1000 tours in over 100 countries. Intrepid showed its gratitude to Kerryn’s loyalty by gifting her a…

RESTHAVEN, A NOT-FOR-PROFIT aged care community service, is proud of its heritage and looks forward to a strong future. Opening during the Great Depression, Resthaven was established to support elderly women who had no home or family and who had served the Methodist Church all their lives. Today, although still associated with the Uniting Church, it is totally financially independent from it and has a trusted relationship with the South Australian public. One of a select few aged care providers in SA to offer the full range of services – from a little support at home to high level residential aged care – Resthaven remains a person-centred organisation, putting people first to make everyone feel valued and heard. “Our purpose is working together; outstanding care and support for older people…

SILVERCHAIN IS ONE OF AUSTRALIA’S leading in-home care specialists, providing health and aged care services to more than 115,000 clients a year. Silverchain has been trusted by Australians for nearly 130 years to deliver care that is differentiated by quality and safety. Since it was founded at the turn of the 20th century, the organisation has grown to employ a team of more than 4,400 dedicated nurses, doctors and other health and aged care workers throughout Western Australia, South Australia, New South Wales, Victoria and Queensland. Silverchain Executive Director, WA, Renae Lavell said the organisation was playing a pivotal role in helping to create a better home care system for all Australians. “We are transforming the way health and aged care is provided to people in their homes,” Ms Lavell said.…

TRANSPARENT AUTO SERVICING SEES BRIDGESTONE CLAIM SILVER QUALITY SERVICE AWARD Winning silver for Independent Car Servicing in Reader’s Digest’s 2024 Quality Service Awards proves Bridgestone’s outstanding customer experience goes beyond tyres, allowing motorists to Go With Confidence. Customers are pleasantly surprised with Bridgestone Select Tyre & Auto’s use of Bridgestone Tech Check, where they receive a 60-second video via SMS directly from the technician working on their car. The condition report provides an easy-to-understand expert viewpoint on the condition of the car with evidence of what needs repairing now, and what can wait. Bridgestone, Australia’s Most Trusted Tyre Brand, offers auto servicing throughout its national network of Bridgestone Select Tyre & Auto stores. Focusing on delivering expert advice for customers’ individual needs, Bridgestone has built on its success in the…

NAVIGATING LIFE WITHOUT GOOD GLASSES is a daily adventure of decoding street signs and mistaking strangers for old friends. That’s where Specsavers steps in. The optical retailer knows that quality glasses aren’t just a fashion statement; they’re a passport to a world where clarity reigns and mishaps take a backseat. Specsavers is committed to changing lives through better sight, that’s why it selects only the most qualified and experienced optometrists to join the business, and in-store team members who prioritise customer wellbeing and satisfaction above all else. Specsavers is committed to providing local, friendly service to every visitor to its stores and is constantly listening to customer feedback and evolving the customer experience to ensure it is not only efficient, but enjoyable and exceptional. Right from their first day on the…

TRUST AND QUALITY GIVE BRIDGESTONE CUSTOMERS CONFIDENCE Bridgestone is showcasing how motorists can go with confidence after winning gold in the Tyre Retailers category of this year’s Reader’s Digest Quality Service Awards, building on their reputation as Australia’s Most Trusted Tyre Brand ten years running. The national metro network of Bridgestone Select Tyre & Auto and regional Bridgestone Service Centre stores are focused on delivering transparent, expert advice and going above and beyond for customers, living up to the ‘Go With Confidence’ tagline. Bridgestone stores are making it easier than ever for customers to make informed choices about their car through the adoption of Bridgestone Tech Check. Motorists are able to get a technician’s view of their car while their vehicle or tyres are being serviced, showing them what needs…

Both consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on whether consumers stay loyal to a brand.1 71% of customers have switched brands at least once in the last year as priorities, lifestyles, or financial situations changed.2 73% of customers expect companies to understand their unique needs and expectations.2 30% OF CUSTOMERS ARE WILLING TO PAY MORE FOR EXCELLENT SERVICE.3 AI-POWERED CHATBOTS have gained in popularity, but nearly 80% OF CONSUMERS still rank phone interactions as their preferred customer service method.1 EMOTIONAL OUTBURSTS ARE COMMON: 14% of customers report having screamed at and 19% have sworn at a company’s representative, while, out of frustration, 61% of people have hung up the phone mid-conversation. This is true on both sides of the equation, as… STRESS IS TAKING ITS TOLL ON…