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April Newsletter 2012

It’s Great to Be Moving Forward…….

It’s exciting to see the increasing focus on customer experience and customer experience development as business gains a better understanding of the concept and the benefits.

Customer Experience 2012

In June the second annual customer experience conference will be held in Auckland. As part of this year’s event there will be a pre and post conference one day master class focusing on customer experience development and the ability to turn customer feedback into an improved customer experience.

This year I have been asked to both speak on Day One of the conference and facilitate the pre conference master class. I’m looking forward to both these events, learning and spending time with those attending and the other speakers.

If you would like more details regarding this event you welcome to visit www.conferenz.co.nz/cx

Customer Experience Management NZ

It’s also been exciting to see the CEMNZ membership growth. A combination of people working in the areas of business development and organisations keen to learn more about improving their customer experience performance.

If you would like to take advantage of the free membership to this organisation and contribute to the interesting discussions via the Linkedin site you would be more than welcome. We have some exciting plans for members later in the year. www.customerexperience.co.nz

Into the Unknown

As I’m sure you are aware it’s always both exciting and challenging embarking on a new product development.

We are not far away from the launch of Customer Experience Development – Online. A web based development programme that will give greater access to our unique 7 step development process.

With the help of some pros in the area of web based products both in development and marketing we have gone from limited knowledge to a sound understanding of this exciting area.

This project has also given us first hand experience at looking at and developing the customer experience for a completely new channel of the business.

It just shows how attitudes change. Very quickly I’ve gone from “you will never sell shoes and clothing online, to doing something I never thought we would be doing in our business.

Tip of the Month

Understanding how to maximise the power of customer emotion to enhance your customer experience is not widely understood by business. It’s not that we don’t understand human emotion it’s more that we don’t relate well to emotion in business.
The exciting thing is you can plan emotion. You can plan to make your people and customers feel a certain way. Think about how you feel when someone makes you feel important or recognises you for the great job you have done. Those emotions are far more valuable to most than money.

Best Regards

Chris

View the Full April 2012 Newsletter here
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