In a highly competitive and commoditised retail environment offering just a deal this Christmas will not be enough. As consumers we are bombarded with deals everyday. The novelty of retailers trying to get customers in the door with just the offer of a deal has truly worn thin as customer expectations continue to rise. Retailers [...]

Co Founder Paul Linnell on this morning TVNZ AMP Business http://tvnz.co.nz/business-news/better-customer-service-required-people-tighten-their-belts-4590159/video

Watch Co Founder Paul Linnell on Mondays TVNZ AMP Business programme taslking about the importance of CEM to NZ Business

Thinking that smart marketing laced with sharply discounted deals will replace disgruntled customers is no longer a sustainable business strategy in this tough economic environment. This according Dr Ian Brooks, Chris Bell and Paul Linnell three of New Zealand’s leading experts in customer care and customer experience management. To help business grow in these challenging [...]

Marketing unattainable brand promises to try and entice customers in the door is not only a total waste of resources.-it can cause more long term damage via negative customer word of mouth than most businesses realise. As customers we have been let down, disappointed, frustrated and annoyed too many times to put up with marketing [...]