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Commonwealth Bank

In 2007, the Commonwealth Bank of Australia was the worst of the country’s 5 major banks in customer satisfaction. Now, it has been the best bank in Australia every year since 2012. Learn more about how they found success.

Interlink Libraries

Since 2018, Public Library InterLINK has partnered with the Gustavson School of Business Executive Education to develop a Customer Service Excellence (CSE) training program tailored for library staff. This initiative was designed to help 18 public library systems across British Columbia enhance service quality, improve staff engagement and strengthen relationships with diverse library users. 

The InterLINK Service Leadership Program brought together frontline staff, supervisors, and library leaders to explore the principles of exceptional service, community engagement and leadership development within the public library system. Through interactive workshops and applied learning techniques, participants gained practical tools to enhance user experience, build stronger community connections, and navigate service challenges in an evolving digital and multicultural landscape. 

By integrating best practices from the banking, retail, and tourism industries, this program has empowered library professionals to create more inclusive, responsive and welcoming library environments for all patrons. The program’s success has reinforced InterLINK’s commitment to continuous learning and service innovation, positioning their libraries as vital community hubs for knowledge, literacy and connection.

The Whistler Experience

In 2014, the Gustavson School of Business and the Whistler Chamber of Commerce partnered to create a service leadership program that provides local organizations with the resources necessary to deliver world-class service.

The result? The Whistler Experience®—a suite of programs that elevate the resort’s service across organizations and across sectors.