Late last year I was lucky enough to visit Walter Peak Station at the head of Lake Wakatipu and join about thirty other tourists on the farm excursion.
We arrived at Walter Peak on board the 100 year old steam boat TSS Earnslaw and on disembarking were directed over to a gentleman looking every bit the [...]

Interesting to note that after closing down 24 branches in 2000, a report out this week has the CEO announcing that a number of these branches will reopen.
The reason given is that many of their customers want to do business face to face.
I believe many of us would like to have more face to face [...]

There is a lot of talk at the moment regarding New Zealand’s productivity but little focus on the two areas that will have the greatest impact according to Chris Bell, Managing Director of Customer Experiences a company specialising in business growth using a customer experience strategic approach.
Bell states that business will struggle to improve [...]

Finally Business is Starting to Get It
It’s interesting that we have had two recent articles in the Christchurch Press focusing on changing culture within business……..
I believe there is no doubt if you want to improve employee engagement, productivity and the quality of your customer experience, leadership must act differently to the traditional hierarchy that currently [...]

As customers we are more marketing savvy than we have ever been……
The Positively Wellington marketing campaign has been one of the country’s most successful in terms of branding. But does reality match the promises?
Not if my recent experiences are anything to go by.
I flew to Wellington from Christchurch for a series of important business meetings. [...]

Retail must capitalise on its big competitive advantage the ability to appeal to all the senses
Stephen Kumar, of retail consultants Retail Oasis, was reported this week saying “Retailers had to create a more exciting in-store experience if they were going to thrive.”
We agree and in fact have been saying the same thing for the last [...]

How your business performs in 2009 will be largely determined by the decisions you make now.
You have two choices. You can continue to buy into the current gloom and doom or you can take a good hard look at your business, especially the experiences you are delivering to both your people and customers.
The days of [...]

Is your Customer Experience generating profits or costing you money?
It doesn’t surprise me anymore when business leaders roll their eyes when I start talking about the emotional side of a customer experience, after all ,surveys show that how we feel about an organisation as a customer makes up to 50 percent of the overall customer [...]