Monday, 20 May 2013
CEMNZ A Unique NZ Business Resource......
Two of New Zealand’s leading experts in customer care and customer experience management, in partnership with New Zealand Business magazine have launch a unique business resource that gives both SMEs and business advisors working in the areas of customer experience and business development the opportunity to access the latest information, products and services.
Monday, 13 May 2013
A Powerful Business Performance Strategy ...........
Business leaders are starting to realise that there is nothing more powerful than a totally committed organisation that is completely focused on both its people and customers.
Monday, 6 May 2013
Looking Forward With Certainty
Two things became very clear to me back in 2003.
Monday, 22 April 2013
Turning Customers into Loyal Fans.
The recent RightNow survey found that 61 percent of New Zealanders removed their business from companies whose service didn’t meet their expectations.
Tuesday, 16 April 2013
A New Tourism Industry Focus.........
It has been abundantly clear for a number of years now that just focusing on the customer service development of frontline staff is not the way to improve visitor service and experience levels across the industry according to Chris Bell Managing Director of Customer Experiences a company that specialises in the development of quality customer experiences.
Thursday, 4 April 2013
Do You Want Super Stars Delivering Your Customer Experience?
For most businesses this is the dream.
Tuesday, 2 April 2013
Adopt a Customer Focus or Pay the Price.......
Succeeding in business is not rocket science: focus on the customers and deliver a quality experience that exceeds their expectations.
Tuesday, 26 March 2013
Who is Your Customer Experience Super Star?
They are unique people, difficult to find and keep if you are not providing the right supportive culture.
Monday, 25 March 2013
Customers Are Willing to Pay More For a Better Experience....
Look after your customers by delivering consistent quality experiences and you stand a good chance of being one of a very small select number of businesses that are benefiting from increased customer loyalty and word of mouth recommendations.
Thursday, 21 March 2013
Stand out from the Crowd...............
In today’s highly competitive and commoditized market business has two choices; continue to struggle in a “world of sameness” where the focus is on price as the only differentiator or develop a unique customer experience that delivers greater value resulting in increase loyalty and advocacy.
Monday, 18 March 2013
Choice Gives Customers More Power....
Excuse me you couldn’t recommend a company that fixes……… a recent Right Now customer survey found that 93 percent of us act on a customer’s recommendation over all other forms of advertising.
Thursday, 14 March 2013
A Powerful Business Development Resource Now Available FREE.....
A recent survey in the USA highlighted the fact that most organisations understand the value a customer experience strategy can add to a business.
Tuesday, 12 March 2013
Winners are Focused on Their People & Customers
The decision to develop and implement a customer experience strategy is a no brainer.
Name one organisation that wouldn’t like:
• A competitive advantage that is difficult for competitors to copy.
Monday, 18 February 2013
3 Options for Business Growth in 2013
As we move into an increasingly competitive and commodity driven 2013 business, especially in the service industry, is struggling for ideas and strategies that will bring about growth and increased profitability.
Tuesday, 15 January 2013
Empower Your People to Deliver Great Customer Experiences - Chris Bell
The rules of management are changing especially around the areas of customer service and customer experience delivery.
Thursday, 27 December 2012
Top 12 Business Challenges in 2013
There has been plenty of talk lately about the changes businesses will need to make if they are to see growth in 2013
Customer Experiences Managing Director Chris Bell has listed 12 areas that business will need to gain a greater understanding of, if business performance is to improve.
Wednesday, 26 December 2012
"Six Reasons Why You Should Develop a Customer Experience Strategy in 2013"
If you assume that what you have been doing in 2012 will be the best way forward in 2013, we urge you to think again for these six reasons.
Friday, 7 December 2012
Customer Experience Not an Add-on
Regardless of the rhetoric around the importance of a customer focused culture most businesses see a customer experience strategy as a nice to have rather than a vital part of a successful business plan.
Thursday, 6 December 2012
Tourism Visitor Experience Not an Add-on
Regardless of the rhetoric around the importance of a visitor focused tourism culture most businesses see a visitor experience strategy as a nice to have rather than a vital part of a successful business plan.
Monday, 3 December 2012
Great Employee Experiences = Great Customer Experiences
According to a study on Customer Experience Management by the Aberdeen Group, customer retention is 82% for companies with a high level of customer engagement practices versus 24% for laggard companies.
Monday, 26 November 2012
Visitor Experience not Being Taken Seriously by Tourism Industry
Businesses within the tourism industry are still not making visitors their number one priority and as a result a concerning trend is developing that has the potential to significantly impact individual business performance and the overall industry.
Customer Experience the Vital Piece of the Business Puzzle
Business is still not making customers their number one priority and as a result a concerning trend is developing that has the potential to significantly impact business performance.
Tuesday, 30 October 2012
NZ Small Business Missing Out
A new unique online customer experience development program is taking off internationally but has had slow uptake from New Zealand business.
Sunday, 28 October 2012
The Top 10 Questions Prospective Clients Ask...........
Friday, 26 October 2012
A Powerful Customer Service Improvement Program
Profit and growth are stimulated primarily by employee and customer loyalty.
Tuesday, 23 October 2012
Do You Have a Customer Experience Plan?
This question should be quickly followed by another important question; do you think you need such a plan? The answer to both these questions by most New Zealand businesses will be no.
Monday, 22 October 2012
Do it Now or Suffer the Consequences .......
Succeeding in business is not rocket science: focus on the customer and deliver a quality experience that exceeds their expectations.
Wednesday, 17 October 2012
Visitors Unlikely to Recommend NZ
The latest Visitor Expectations Monitor (VEM) found that 21 percent of visitors were unlikely to recommend New Zealand as a visitor destination.
Tuesday, 16 October 2012
Don't Visit NZ Unless You Speak English..... Chris Bell-customerexperiences.co.nz
This is the message we are currently sending to visitors from our vitally important Asian growth markets.
Friday, 5 October 2012
Customer Experience More Than Customer Service
When we use the term customer experience we are referring to every aspect of a business because everything a business does will have some kind of impact on the consistency and quality of the eventual experience delivered to customers.