They could also be your down fall and a number of industries have been moving to minimise that risk by replacing their people with machines and technology.
Banks, Telco’s and airlines are just a few industries that have taken steps to minimise the direct contact customers have with a real person and others are looking to [...]

New research has highlighted why customers are not receiving better customer experiences and it backs up what we have been saying for sometime according to Chris Bell Managing Director of Customer Experiences a company that specialises in customer experience development
Research company Temkin Group ran its first research on the state of the customer experience within [...]

How will South Africa judge the success of the World Cup? Will it be ‘how satisfied ‘ the visitors were with their experience in the Rainbow Nation or will they be looking for a response that will enable them to assess the potential for growth in the tourism sector and the economic benefits that accrue [...]

Customers are sick and tired of being phone right on dinner time, stopped in the street when they are running late, or having cards thrust in front of them as they check out of a hotel and asked to complete yet another survey.
We are well and truly over the novelty of completing surveys according to [...]

A satisfied customer is no longer enough if a business is to grow, retain customers and benefit from customer word of mouth referrals according to Chris Bell Managing Director of Customer Experiences Bell said a satisfied customer is defined as having had their expectations met. Meeting customer’s expectations is no longer enough for a business [...]

The Mayfield Lions Club, organisers of the extremely successful Mt Somers Classic Mountain Bike Race, are the first mountain bike race promoters in the country to use Customer Experience Tracker, a new event improvement resource, developed by two Christchurch business advisors Ray Sleeman & Chris Bell.
Using a new international survey methodology, the club was able [...]

There has been plenty of talk lately about the changes businesses will need to make if they are to see growth in 2010.
Customer Experiences Managing Director Chris Bell has listed 12 areas that business will need to gain a greater understanding of if business performance is to improve.
Businesses over the last ten years have struggled [...]

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A Powerful Formula for Business Success
How engaged is your team going into 2010? Do you have what you need in place to grow your productivity next year?
Both serious questions being asked by Customer Experiences Managing Director, Chris Bell. “We know our productivity performance has been lagging behind the OECD and we know, from a recent [...]

Public sector needs to step up and lead……..
The public sector should be our business role model, leading the way and implementing more effective process, increasing productivity and saving money whilst maintaining superior service at the front counter, a leading skill development provider
Chris Bell says.
Bells heads Customer Experience, a company focused on leadership coaching and he [...]