Some organisations are starting to improve their customer focus and look for more creative ways to add greater value to what they offer customers, but many still have a long way to go if the goal of consistently exceeding customer expectations is reached.
Chris Bell Managing Director of Customer Experiences a company that specialises in the [...]

Businesses are doing a huge amount of damage to the relationship they have with their customers by continually asking them to complete surveys that will never lead to any improvement.
Customers are sick and tired of being phoned right on dinner time, stopped in the street when they are running late, or having cards thrust in [...]

There is light at the end of the tunnel if business takes advantage of a new resource designed to give customer service managers and business owners the skills to develop and implement their own high quality customer experience strategy.
New Zealand’s leading customer experience expert and managing director of Customer Experiences Ltd. Chris Bell has just [...]

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 [...]

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 [...]

I have yet to come across an organisation that doesn’t talk about their commitment to the customer and the quality of their customer service.
Many organisations proudly show me their recent customer satisfaction survey results.
Yet despite all the surveys, the countless workshops and seminars, the thousands of books and research that has been done on improving [...]

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James Kavanaugh once suggested that there are “those too gentle to live among the wolves”. I hope this is no longer true in today’s organizations. I believe that the “wolves” have had their day and need to make way for a new breed of manager: The Gentle Leader. Today we need those special leaders who [...]

Many businesses don’t possess the skills to develop a truly customer focused culture
In 2008 we walked away from 37% of businesses that approached us about the development of a customer experience strategy.
The reasons for turning them down included poor leadership skills, lack of commitment to both the process and their customers, the reluctance to think [...]