There are a number of reasons why business is not delivering better quality customer experiences and in continuing tough business conditions, there has been little improvement according to Chris Bell Managing Director Customer Experiences, a company that specialises in customer experience development.
Bell said one of the areas holding most organisations back when trying to improve [...]

Print ads, pay-per-click ads, direct mail, radio, and television. There are dozens of marketing channels that you can use to effectively get your message out to millions of potential customers. Now, you may be using all of these marketing methods… and even more. But I want to be sure that you aren’t neglecting one of [...]

I was interested to read in Saturday’s Christchurch Press an article entitled “Staff Expected to Wear Latest”.
The item was reporting the comments from a former manager of a Glasson’s branch saying that staff felt pressured to wear the firm’s latest fashions.
Glasson Managing Director was quoted as saying, “Glasson’s had not stipulated that it was mandatory [...]

I have just returned from a short holiday and I would like to share with you an example of how one person can turn a satisfactory customer experience into a great customer experience.
From time to time I come across a super star and in many cases they are the least likely who take on this role
In this [...]

If you agree that the single most important factor for business success is-
“The choice your people make every day regarding the quality of customer experience they deliver”
Then the next questions is –why aren’t more organisations putting more effort into ensuring their people are making the right choices, choices that result in you and me having [...]

I have yet to come across an organisation that doesn’t talk about their commitment to the customer and the quality of their customer service.
Many organisations proudly show me their recent customer satisfaction survey results.
Yet despite all the surveys, the countless workshops and seminars, the thousands of books and research that has been done on improving [...]

This is your opportunity to “stand out from the crowd” and gain a significant competitive advantage.
The best part is its very simple and even better still not many organisations are doing it or even thinking about doing it.
Can’t handle the suspense any longer? Here it is….
“It’s the ability to capitalise on the creativity of your [...]

South Island Tourism Operator
Real Journeys
Early 2008 we started a programme evaluating the customer experience performance of organisations within the visitor industry.
We started this process by asking those close to the industry to suggest businesses they thought were delivering a consistently high quality experience, so we could start our evaluation programme on a positive note. One [...]

1)     How long will it take to develop a Customer Experience strategy
 Answer – We will be able to give an accurate answer once we have completed our evaluation.
2)     Why don’t we just provide training for our front-line people
 Answer – We launched Customer Experiences after our research found that when customer service training is carried out without [...]

Here are just sixteen reasons why –
1) It costs more time, energy and money to gain a new customer—look after the ones you have
2) Your best customers are your competitor’s best prospects – look after them otherwise your competitors will.
3) They are your best source of referrals
4) You understand their expectations
5) They bring you steady [...]