There is no doubt that most business leaders are aware of the value a high quality customer experience could add to their business , in fact in a recent survey 80 percent of executives said they understood the benefits, however those same executives agreed that New Zealand businesses have an “average” to “poor” approach to [...]

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 [...]

“Your People Support What They Create” There are two reasons the consistency and quality of customer service experiences are lacking in this country. One is we don’t involve the people who have the responsibility for delivering the service, and secondly we don’t have the knowledge to develop and implement a long-term strategic approach to customer [...]

It has been talked about consistently since the mid to late eighties to the extent that not only is business sick of hearing about it but most ignore the subject these days, This according to Chris Bell Managing Director of Customer Experiences www.customerexperiences.co.nz a business that specialises customer experience design and development. Business understands the [...]

The recent RightNow survey found that 61 percent of New Zealanders removed their business from companies whose service didn’t meet their expectations. Business must understand that due to the incredible amount of choice customers now have in an increasingly commoditised market, delivering an ordinary customer experience will result in increased costs as customers look for [...]

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 [...]