Last weeks Colmar Brunton NPS survey results for Power and Telecommunication companies reported on TVNZs Fair Go programme confirmed what most customers already know from first hand experiences. According to Chris Bell Managing Director of Customer Experiences a company that specialise in the development of customer experience strategies, customers will continue to vote with their [...]

• Almost 10 million consumers switched in the previous six months because of a poor customer experience • Switchers bad mouth suppliers four times more often than average consumers • Energy and insurance sectors at the bottom of the loyalty ladder London – 14 September 2011 – The latest Satmetrix research on customer churn published [...]

It is with much regret that over the last three years I have watched the tourism industry pour money down the drain in the development and marketing of a front-line customer service training programme “Essential Service Skills. A programme designed to up skill front-line staff across the industry before the Rugby World Cup This regret [...]

At a time when the development of front-line people is vital to a businesses customer experience performance, most organisations are cutting back on customer service and sales skill development because of the ineffective ways this training is being carried out. This according to Chris Bell Managing Director of Customer Experiences Ltd a company that specialises [...]

The sooner business starts focusing on the customer experience they consistently deliver the more profitable they will be. The quality of the experiences a business delivers will dictate the future behaviour of customers, not just their future buying behaviour but the influence their comments about your customer experience will have on the buying behaviour of [...]

Succeeding in business is not rocket science: focus on the customer and deliver a quality experience that exceeds their expectations. They will respond with repeat business, greater loyalty and powerful recommendations. A simple but highly effective approach; nevertheless, it appears to be more difficult than ever to convince customers to be loyal advocates. We seem [...]

Recent research from the Ministry of Economic Development found that we have some of the worst managers in the world and this is the main reason we are losing so many good people to Australia. Poor leadership and management skills are also the reason for our high employee disengagement and low productivity according to Chris [...]

Last week I had the pleasure of Chairing and speaking at the very first New Zealand Customer Experience Management Conference. This two day event not only attracted representatives from many forward thinking organisations but also an impressive line up of high quality speakers. Delegates not only got to learn what high profile organisations like Air [...]

We are a long way off ready to deliver our Rugby World Cup guests a quality hospitality experience if my recent two night stay at one of Auckland’s Qualmark four star rated hotels the Crowne Plaza is anything to go by. Long waits for room service meals, wrong meals delivered, newspapers being dropped from great [...]

The Minister of Tourism, John Key, has identified it as an area that requires improvement. Minister of Finance, Bill English, at the recent Tourism Summit, identified it as an issue, as did Labour’s Trade & Foreign Affairs spokeswoman Maryan Street at the same summit. Tourism New Zealand’s Chief Executive Kevin Bowler also acknowledges it. The [...]