Customer Experiences Ltd
159 posts | 21 images
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.
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.
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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 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.
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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.
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The sooner business starts focusing on the customer experience they consistently deliver the more profitable they will be.
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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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Recent research from the Ministry of Economic Development found that we have some of the worst managers in the world and this is the main reason we are losing so many good people to Australia.
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Last week I had the pleasure of Chairing and speaking at the very first New Zealand Customer Experience Management Conference.
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AUCKLAND CITY — We are a long way off ready to deliver our Rugby World Cup guests a quality hospitality experience if my recent two night stay at one of Auckland's Qualmark four star rated hotels the Crowne Plaza is anything to go by.
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The Minister of Tourism, John Key, has identified it as an area that requires improvement.
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No it’s not a typo; the only people that can be described as an asset to your business are the right people.
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Many companies look at the task of improving their customer experience performance and see it as a huge time consuming challenge that has been attempted many times before without sustainable results.
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In the current business culture customer complaints are a waste of time.
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Less than 5 percent of New Zealand businesses have a clear customer experience strategy in place.
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Less than 10 percent of New Zealand tourism and hospitality businesses have a clear visitor experience strategy in place.
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We refer to ourselves as some of the most travelled people in the world.
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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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Yet another survey showing 60 percent of Kiwis hate their job or have an ambivalent attitude to what they do.
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A recent international business survey found that only 13 percent of corporate business knew how to develop and implement a customer experience strategy within their business.
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It's been a long time coming but it is here and it will increasingly be the difference between business growth, profitability and continual struggle.
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CHRISTCHURCH — The Mid Canterbury Mayfield Lions Club have committed to donating all this years event proceeds to the Christchurch Earthquake Appeal Fund
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ASHBURTON — The Mid Canterbury Mayfield Lions Club have committed to donating all this years event proceeds to the Christchurch Earthquake Appeal Fund
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This year has started with a high degree of uncertainty however there a number of areas that business can be very certain about according to Chris Bell Managing Director of Customer Experiences a company that specialises in the development of high quality customer experiences.
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Breaking news – your customers are in control they have all the power and their voices are now being heard around the planet.
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Short term quick fix thinking must go in 2011 if business is to make any sustainable progress, this according to Chris Bell Managing Director Customer Experiences an organisation specialising in the development of high quality customer experiences.
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At the start of each year we sit down and take a look at where we are at, where we want to be at the end of 2011 and our long-term goals.
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Where does business culture come from? It’s not a trick question- in fact it’s a question that many answer correctly -business culture comes from leadership.
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Businesses who think that slashing prices will ensure they survive the down turn in consumer spending in 2011 will need to think again.
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The success of business in 2011 will be determined by the quality of the employee & customer experiences consistently delivered.
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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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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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Customers are sick and tired of being phone right on dinner time, stopped in the street when they are running late, or having cards thrust in front of them as they check out of a hotel and asked to complete yet another survey.
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How many of your employees start their days having struggling to get out of bed with this statement “I Hate My Job”? It’s estimated that 67 percent of New Zealand employees go to work everyday disengaged and this is having a dramatic effect on business performance, growth opportunities and profitability.
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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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How would you like to lead or work for a business that has the following qualities? 1.Intensely loyal customers-the type always recommending you to others, spending more money on more of your products than other customers, easy to get on with due to a great relationship built over time and based on mutual respect.
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The sooner business starts thinking in customer experience terms the more profitable they will be.
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There are a number of reasons why business is not delivering better quality customer experiences and in continuing tough business conditions, there has been little improvement according to Chris Bell Managing Director Customer Experiences, a company that specialises in customer experience development.
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There are a number of reasons why business is not delivering better quality customer experiences and in continuing tough business conditions, there has been little improvement according to Chris Bell Managing Director Customer Experiences, a company that specialises in customer experience development.
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Some organisations are starting to improve their customer focus and look for more creative ways to add greater value to what they offer customers, but many still have a long way to go if the goal of consistently exceeding customer expectations is reached.
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Businesses are doing a huge amount of damage to the relationship they have with their customers by continually asking them to complete surveys that will never lead to any improvement.
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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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There is light at the end of the tunnel if business takes advantage of a new resource designed to give customer service managers and business owners the skills to develop and implement their own high quality customer experience strategy.
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The factor that stands one business out from another is "The choice employees make every day regarding the quality of customer experience they will deliver" According to Chris Bell Managing Director of Customer Experiences a company that specialises in the development of high quality customer experiences.
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Most organisations talk about their commitment to the customer and the quality of their customer service.
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The quality of customer service is on the decline- not good news for service industries including those that will play a major role during the Rugby World Cup.
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Great products and services at great prices are no longer enough If a business is going to stand out from an ever increasingly crowded and competitive market place and remain profitable, it will need to start thinking about more creative ways to “add value” than just discounting prices on products and services that are no different from their competitors.
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At the recent Hotel Industry Conference key note speaker and CEO of Desticorp Anna Pollock highlighted yet again the need to be totally focused on ensuring that visitors to this country return home as advocates.
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More evidence from the latest Right Now survey indicates that the delivery of a poor customer experience will have a significant impact on both the immediate financial performance of a business and a longer term impact due to negative word of mouth.
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They could also be your down fall and a number of industries have been moving to minimise that risk by replacing their people with machines and technology.
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New research has highlighted why customers are not receiving better customer experiences and it backs up what we have been saying for sometime according to Chris Bell Managing Director of Customer Experiences a company that specialises in customer experience development Research company Temkin Group ran its first research on the state of the customer experience within a range of companies and found mixed results.
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A recent workplace survey found that twice as many employees as last year are looking to change jobs.
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Customers are sick and tired of being phone right on dinner time, stopped in the street when they are running late, or having cards thrust in front of them as they check out of a hotel and asked to complete yet another survey.
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A satisfied customer is no longer enough if a business is to grow, retain customers and benefit from customer word of mouth referrals according to Chris Bell Managing Director of Customer Experiences Bell said a satisfied customer is defined as having had their expectations met.
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