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 [...]