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 [...]

“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 [...]

It isn’t just about the visitors or the attractions or the accommodation! Research undertaken by Inspiring New Zealand (INZ) a group of tourism, interpretation and customer experience consultants, has shown that there are many other factors that need to be in place to ensure the long term sustainability of a community that is focused on [...]

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 [...]

• Almost 10 million consumers switched in the previous six months because of a poor customer experience • Switchers bad mouth suppliers four times more often than average consumers • Energy and insurance sectors at the bottom of the loyalty ladder London – 14 September 2011 – The latest Satmetrix research on customer churn published [...]

While most people hope that the Rugby World Cup is a resounding success, we do need to take count of how it benefited not only rugby and the economy, but also the community at large. At the same time we need to identify those things that didn’t go quite so well. The latter is important [...]

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 [...]