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Resources

Research, frameworks, and features.

From Darrell Hardidge’s work on reputation, leadership, and customer experience.

Whitepapers

Research-backed guides you can put to work immediately.

The Power of 10/10 2020

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The Client Reputation Index 2020

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Media

Darrell’s insights, as featured across leading business and industry publications.

Can you really know if customers trust your brand without fancy analytics?

Building a #1Reputation: How Leaders Can Create Customer-Obsessed Cultures

What Qantas, PwC, and McDonald’s taught us about crisis leadership

Influencing customer experience through people

Getting the team engagement right is crucial for business now

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10 commandments of customer service excellence (excerpt)

Fixing the big mistakes in customer service (excerpt)

Influencing customer experience through people

Customer satisfaction is outdated

Customers over competitors

Darrell Hardidge: Author of The 10 Commandments of Client Appreciation

Smashing the customer loyalty myth

High CX equals High Growth with Darrell Hardidge

Keeping discounting to a minimum

Avoid these key mistakes to keep clients happy

Client appreciation is the secret weapon of travel agents

Darrell Hardidge: Customer experience specialist

Obsess over your customers, not your competitors

In a challenging economy, you can only rely on customer loyalty

Client loyalty ‘extremely misunderstood’

Obsess over your customers, not over your competitors

How brokers can become a ‘source of valuable information in a sea of rubbish’

Darrell Hardidge on Australian leadership

Seizing the golden opportunity

Obsess over your customers, not your competitors

Obsess over your customers, not your competitors

Darrell Hardidge: founder and chief executive of Saguity

What to do when leads drop off

Delivering a great in-store experience

How to be proactive, not reactive

Why customer loyalty in only achieved by raising your customer service standards

How to be proactive, not reactive

The significance of customer experience in M&A

Boost your client conversion rate

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Five customer service mistakes that drive us crazy

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Articles

Actionable intelligence for leaders who refuse to settle for average.

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Company Culture

The Hidden Cost of Low Workplace Trust

Low trust rarely announces itself. There’s no line for it on the balance sheet and no alert when it dips. It shows up instead as...

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LeadershipResearch

Leaders Measure the Wrong Things

Most executive teams are drowning in data and starving for insight. Leaders measure revenue, output, utilisation and churn with real precision — and then we...

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Company CultureLeadership

Culture Is Not a Poster on the Wall

I have walked into a lot of head offices with values printed beautifully on the wall. Integrity. Respect. Excellence. And sometimes I watched, an hour...

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