The rules of management when it comes to the development of a quality customer experience an experience that becomes an organisations sustainable competitive advantage are changing. Up until now control has been the number one tool for most managers. Managers have been using processes and procedures designed to control employee’s performance. This has given managers [...]

Less than 5 percent of New Zealand businesses have a clear customer experience strategy in place. This number decreases dramatically for smaller organisations. High employee disengagement, low productivity, declining customer loyalty, little innovation and creativity, a lack of leadership skills, the continual focus on price, the inability to add real customer value and a operational [...]

I am often asked what the one thing is that’s holding business back from developing and capitalising on a consistently delivered quality customer experience. My answer is that there is rarely one thing but if I was pushed to think of just one it would be our lack of understanding regarding this – “Your people [...]

I have a question for you. Do you think you would be more likely to support a strategy that you had some input into or one that was entirely someone else’s creation that required your support to be successful? Silly question, I know. There is plenty of evidence to show that we are far more [...]

Many SMEs are struggling and it’s only going to get tougher due to increasing competition, high employee disengagement and pressure on margins as many businesses are finding increasingly difficult to differentiate themselves from their competitors. Chris Bell Managing Director of Customer Experiences a company that specialise in the development of quality customer experiences said he [...]

In a highly competitive and commoditised retail environment offering just a deal this Christmas will not be enough. As consumers we are bombarded with deals everyday. The novelty of retailers trying to get customers in the door with just the offer of a deal has truly worn thin as customer expectations continue to rise. Retailers [...]

Co Founder Paul Linnell on this morning TVNZ AMP Business http://tvnz.co.nz/business-news/better-customer-service-required-people-tighten-their-belts-4590159/video

Watch Co Founder Paul Linnell on Mondays TVNZ AMP Business programme taslking about the importance of CEM to NZ Business

Thinking that smart marketing laced with sharply discounted deals will replace disgruntled customers is no longer a sustainable business strategy in this tough economic environment. This according Dr Ian Brooks, Chris Bell and Paul Linnell three of New Zealand’s leading experts in customer care and customer experience management. To help business grow in these challenging [...]

Marketing unattainable brand promises to try and entice customers in the door is not only a total waste of resources.-it can cause more long term damage via negative customer word of mouth than most businesses realise. As customers we have been let down, disappointed, frustrated and annoyed too many times to put up with marketing [...]