If you don’t look after your customers,
someone else will.

Businesses that regularly train their staff in the areas of Customer Service and Sales create a culture that is customer focused which in turn increases income.We provide Customer Service Training which builds Customer Service Skills which ultimately leads to Customer Satisfaction: This is what we mean by Customer Culture.

justin herald | customer culture

Justin Herald

Ask any CEO of a company, Bank Manager, manager of an office, or front line staff and they will tell you HOW IMPORTANT the customer is to their operations and success. In meeting after meeting, heads of industry, the service sector, utilities, and government try to convince their audience how much they believe in customer service.

“It is our mission, it is our number one priority, it is our goal, it is why we are in business, etc…,” often prove to be just lip service. Unfortunately, these same “customer friendly” executives go back to their offices, de-employ office staff, fail to initiate a customer service improvement plan and send memos out saying customer complaints are unjustified and overblown.

Your customers have one thing today more than they have ever had…..CHOICE!

The question is.. Will they choose your business?

Companies that invest into training their staff are the ones that succeed faster and grow stronger.

Today more than ever, businesses are looking for that edge, that point of difference that will separate them from their competitors.

Whilst many companies invest into expensive marketing campaigns to drive more traffic into their stores, without having the staff correctly trained in the area of customer service as well as being skilled in the area of “proper and deliberate” sales techniques, it is proving to be a waste of marketing money.

That’s why at Customer Culture we are committed to providing the insight, training and tools to assist your business to maximise your outcomes with all aspects that involve your customers and any touch point they have with your business.


Whilst we tailor every package for every client we essentially have 3 packages that have proven most popular. All packages take place at your work place.
Frontline staff half day workshop
Throughout the workshop the participants discover how the customer actually thinks and […]Read More
On Floor Mentoring Package
This training package is by far the most popular as it is 100% tailored to your business. Sure you will […]Read More
Sales floor staff pre work session
Phantom shopping experience to gain the current customers experience Identify and produce […]Read More

Customer Service Facts

93% of customers indicated that quality customer service was vital to maintaining brand loyalty

Source: Creative Strategies

A 5% increase in customer retention can increase profits by 25 – 95%.

Source: Bain & Co

6-7 times more expensive to gain a new customer than it is to retain an existing customer.

Source – Bain & Co study in the Harvard Business Review

Companies that make customer service a high priority see twelve times the return on sales than those companies with a low emphasis on service.

Source: International Customer Service

68% of customers stop doing business with a company because of poor service. Yet 95% of dissatisfied customers would continue to do business with a company if their problem was solved quickly and satisfactorily.

Source: International Customer Service Association,

1% reduction in customer service issues could generate an extra $40m in profits for a medium-sized company over five years

Source: NOP

70% of customers left because of a lack of attention from front-line employees.

Source – International Customer Service Association

Two-thirds (or 66%) of customers do not feel valued by those serving them.

Source – Business e-coach

Only 1 out of 25 dissatisfied customers will express dissatisfaction.

Source – Business e-coach

justin herald | customer culture

That is where CUSTOMER CULTURE comes in.

At CUSTOMER CULTURE we train and consult large and small businesses in the area of customer service. Correct training of staff in the area of customer service has proven to lead to greater sales per customer. It also has the advantage of regaining those customers you may have lost to other “online” outlets due to them having little or no experience with staff in store.

One major advantage the consumer has today is “choice”. If you don’t look after your customer, someone else will! This is where training and retraining in the area of customer service is more important than ever before.

At Customer Culture we don’t have the “cookie cutter” approach. Every client has unique needs so we tailor to suit YOUR needs.

Book Your Session Now!

The secret of his success with his companies is great customer service and that is what he wants to assist you with.


Here’s what a few people have said about Justin’s presentations.

Justin spoke predominantly around the topic of customer service – an area that a lot of businesses tend to overthink and make much more complicated than it needs to be. By contrast, Justin’s ideas are very practical, easy to apply immediately, and easy to track results.

This was the second time I have seen Justin speak and I really appreciate the fact that what he brings to the stage is exactly the same as you get offstage. No buzzwords, no jargon, no convoluted BS. He’s not afraid to challenge ideas that a lot of people think are the norm but in reality don’t really make sense at all – and he shows you why that’s the case.

If you are looking for a business speaker who is not afraid to ‘tell it like it is’ and will challenge you to adopt some practical ideas that get real results, I highly recommend Justin Herald.

David WiseCo-Organiser Bundaberg Business Expo

Justin is the best speaker we have ever had for any of our conferences. His content, delivery style and messages rang plenty of bells and enabled us to end the conference on a high note.
Thank you for making it such a success

Alex StevensCEO, PepsiCo

On behalf of Mercedes Car Group and the Dealer network, thank you for your inspiring words at our Motor Show Breakfast just before we hit the floors to engage with the Motor Show attendees.
I have fielded so many call from the Dealer network stating how informative your speech was and also your ability to connect with each and every one of us. Your information will be used within our sales departments in our Dealerships.
Thank you again

John VasiljNSW General Manager , Mercedes Car Group

justin herald | customer culture