Customer Experiences Ltd
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Customer Experiences was launched in 2004 when it became obvious to founder Chris Bell that in the 21st century the quality of the experience an organisation consistently delivers would be the difference between long-term business success and failure.
Our commitment and passion is to educate the business community and develop unique Customer Experiences for organisations to ensure their long-term profitable growth in an increasingly competitive and commoditised world.
Customer Experiences Ltd is now New Zealand’s leading expert in the development and implementation of Customer Experience strategies and has worked with a broad range of businesses in a number of industries both as consultants and through our highly interactive and innovative seminars and workshops.
At a recent speaking engagement I asked delegates’ the following question “in the last 12 weeks how many have had a customer experience that exceeded your expectations”? After some hesitation only one person raised their hand to tell us about an amazing recent experience with a plumber.
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A recent RightNow survey found that sixty percent of customers changed suppliers due to poor experiences.
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A recent Bloomberg Businessweek survey revealed that “delivering a great customer experience” has become the new imperative: 80% of the companies polled rated customer experience as a top strategic objective.
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Business leaders are starting to realise that there is nothing more powerful than an organisation completely focused on both its people and customers.
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Businesses clearly understand the increasing importance of quality customer service experiences in an economy that will continue to get more competitive as more products and services become commoditised and price is the only competitive advantage most businesses can come up with to grow market share.
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Short term strategies to try and meet monthly KPIs are severely affecting the longer term performance of many businesses.
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A recent Bloomberg Businessweek survey revealed that “delivering a great customer experience” has become the new imperative: 80% of the companies polled rated customer experience as a top strategic objective.
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A Customer Experience is not a nice to have it’s a must have if a business is going to grow in 2014 This warning comes from Chris Bell Managing Director of Customer Experiences an organisation that specialises in the development of quality customer experiences.
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A recent survey in the USA highlighted the fact that most organisations understand the value a customer experience strategy can add to a business.
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Businesses clearly understand the increasing importance of quality customer service experiences in an economy that will continue to get more competitive as more products and services become commodities and price is the only competitive advantage business can come up with to grow market share.
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A lack of commitment from those with the responsibility of delivering an organisations customer experience is the most common issue we find when we are called in to work with a business to get their customer service experience back on track or develop a better more consistent experience.
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A recent Right Now customer survey found that 93 percent of us act on a customer’s recommendation over all other forms of advertising.
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FREE Business Development Programme Now Available A customer experience strategy impacts every area of a business because every area of a business has an impact on the experience a business delivers to its customers.
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The NZ Tourism 2025 development team has put an emphasis on improving visitor experiences as a vital step to achieving ambitious revenue growth forecasts for the industry.
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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.
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A Customer Experience is not a nice to have it’s a must have if a business is going to grow in 2013/14 This warning comes from Chris Bell Managing Director of Customer Experiences an organisation that specialises in the development of quality customer experiences.
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Developing a consistent quality customer experience is seen by the majority of organisations as too hard, in fact way to hard to even give it a go.
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It’s clear that organisations who concentrate on making sure their customers consistently receive a great experience will do much better than those that are focused only on price as their competitive advantage.
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At first I thought it was just one or two businesses that did it.
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All I required on a very wet Queenstown morning was an umbrella to get me from the Airport terminal to my rental car or better still a staff member-suitably dressed, to bring my processed rental car to the terminal for me to drive off in.
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It’s very clear that organisations who concentrate on making sure their customers consistently receive a great experience will do much better than those that are focused only on price as their competitive advantage.
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The rules of management are changing especially around the areas of customer service and customer experience delivery.
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The recent RightNow survey found that 61 percent of New Zealanders removed their business from companies whose service didn’t meet their expectations.
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Thinking that smart marketing laced with sharply discounted deals will replace disgruntled customers is no longer a sustainable business strategy in today’s highly competitive and commoditised economic environment.
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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.
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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.
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The recent RightNow survey found that 61 percent of New Zealanders removed their business from companies whose service didn’t meet their expectations.
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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.
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For most businesses this is the dream.
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Succeeding in business is not rocket science: focus on the customers and deliver a quality experience that exceeds their expectations.
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They are unique people, difficult to find and keep if you are not providing the right supportive culture.
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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.
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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.
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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.
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A recent survey in the USA highlighted the fact that most organisations understand the value a customer experience strategy can add to a business.
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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.
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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.
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The rules of management are changing especially around the areas of customer service and customer experience delivery.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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A new unique online customer experience development program is taking off internationally but has had slow uptake from New Zealand business.
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Profit and growth are stimulated primarily by employee and customer loyalty.
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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.
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Succeeding in business is not rocket science: focus on the customer and deliver a quality experience that exceeds their expectations.
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The latest Visitor Expectations Monitor (VEM) found that 21 percent of visitors were unlikely to recommend New Zealand as a visitor destination.
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This is the message we are currently sending to visitors from our vitally important Asian growth markets.
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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.
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Don’t even think about developing a customer experience strategy for your business unless your organisation is fully committed long-term.
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The anticipated merger of ATTTO, the Hospitality Standards Institute (HSI) and the Retail Institute is a timely opportunity for these ITOs to step back and take a good hard look at why they are not making more progress in raising service standards within the visitor industry.
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The future success of the tourism industry will be directly aligned with the consistency and quality of the experience delivered according to Chris Bell Managing Director of Customer Experiences a company that specialises in customer experience and service development.
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In today’s highly competitive and commoditised world where as consumers we are bombarded every day with deals, business is starting to realise that its now more than just the deal we are after if they are going to get the sale. Lets face it customers have all the power that power comes from choice and the ability via technology to be better informed.
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A 2012 customer experience index survey has found that human interaction is the clear preference for New Zealanders over automated response systems and that is not about to change according to Chris Bell Managing Director of Customer Experiences Ltd a company that specialises in the development of quality customer experiences.
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Chris Bell –customerexperiences.co.nz I have yet to come across an organisation that doesn’t talk about their commitment to the customer and the importance of their customer service experience.
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Short term strategies to try and meet monthly KPIs are severely affecting the longer term performance of many businesses.
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Some businesses are beginning to think that the adoption of a customer experience strategy is the new miracle cure for all business woes.
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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.
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A recent Colmar Brunton – David Foreman training survey found only 17 percent received training related to customer service in the last 12 months.
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In a highly competitive market where a competitive advantage is rare it seems crazy to even talk about sustainable competitive advantages.
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Developing a consistent quality customer experience is seen by the majority of organisations as too hard, in fact way to hard to even give it a go.
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Why is it that so many Kiwi companies fail to gain and retain customers? Chris Bell outlines how a total customer focused strategy can have a massively positive impact on business.
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A quick fix approach to improving customer service is ineffective and a business cost rather than an important investment.
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The right people want to work for organisations that motivate and provide opportunities to be the very best they can be.
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In many cases way out of alignment why? The number one reason is competition, followed closely by complacency due to an inside out operational focus (research shows that most businesses think they are delivering a better customer experience than our customers think we are).
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Business costs are sky rocketing at the same time as competition is rapidly increasing both off and on-line resulting in even more pressure on margins and putting more businesses under pressure.
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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.
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Interesting comments from ANZs chief economist Cameron Bagrie at a recent NZ Hotel industry conference suggesting that business should return to the basics.
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Provide an ordinary in store experience in today’s market and the chances of getting customers to visit your store are becoming increasingly less likely.
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Back in the 80s we identified Japan as a growth visitor market and spent millions of marketing dollars attracting them to visit.
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It was suggested in a recent Fairfax article that one of the biggest challenges for companies “is to get employees to share their best ideas”.
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The rules of management when it comes to the development of a quality customer experience an experience that becomes an organisations sustainable competitive advantage are changing.
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A free customer experience development guide has just been removed from the web after businesses from around the world have taken advantage of this unique opportunity.
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A recent MYOB business survey found that the two main priorities for Christchurch businesses was understandably customer retention and customer acquisition.
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A popular and unique customer experience development guide available as a free download www.customerexperiences.co.nz is to finish in the next few days.
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A recent MYOB business survey found that the two main priorities for Christchurch businesses was understandably customer retention and customer acquisition.
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The rules of management when it comes to the development of a quality customer experience an experience that becomes an organisations sustainable competitive advantage are changing.
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Less than 5 percent of New Zealand businesses have a clear customer experience strategy in place.
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I am often asked what the one thing is that’s holding business back from developing and capitalising on a consistently delivered quality customer experience.
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I have a question for you.
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Many SMEs are struggling and it’s only going to get tougher due to increasing competition, high employee disengagement and pressure on margins as many businesses are finding increasingly difficult to differentiate themselves from their competitors.
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In a highly competitive and commoditised retail environment offering just a deal this Christmas will not be enough.
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Three 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.
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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.
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The recent RightNow survey found that 61 percent of New Zealanders removed their business from companies whose service didn’t meet their expectations.
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How do you develop and implement a customer experience strategy that will become your sustainable competitive advantage? That was the question only 13 percent of respondents could answer in a recent US survey, however, 80 percent understood the importance of a customer experience strategy to their business.
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Last weeks Colmar Brunton NPS survey results for Power and Telecommunication companies reported on TVNZs Fair Go programme confirmed what most customers already know from first hand experiences.
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“Your People Support What They Create” There are two reasons the consistency and quality of customer service experiences are lacking in this country.
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