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by improving their service to customers

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Useful links

Tools & calculators:

- Time check

- Lifetime value

- Revenue at risk

Resources & links:

- Useful links
 

 

The scrap book:

Building industry says
consent processes prohibit growth

National Business Review
(April 2009)

- CTMA's customer experience study of Building Consent & Inspection Services

 
Customer Satisfaction and Loyalty   (.pdf file)

Customer Excellence Magazine
(April/June 2006)

- Where product and service quality hit the bottom-line!

 
Listen to those customer complaints

NZ Herald
(11-Mar-2004)

- Identifying and fixing problems - the secret to retaining existing customers
 
Valued customers left waiting

NZ Herald
(5-Jul-2000)

- "Customer Service 2000"
   Ernst & Young Benchmarking Study (designed & managed by Paul Linnell)

Professional groups and associations:

Contact Centre Institute of New Zealand

CCiNZ is an association for the Contact Centre Industry.  Its objective is to be a supportive independent body and meet the needs of its members.  CCiNZ promotes professionalism to advance the positive progress of the industry through events, support and education providing the platform for members to meet, engage and share ideas and experiences.
 
New Zealand Association of Customer Excellence

NZACE is an association of people and organisations who want to keep their customers for life because they understand that 100% of their profits come from their customers.

Opportunities for you:

Computerworld Excellence Awards 

Enter your customer-driven ICT project in the category of:
  "Excellence in the Use of ICT for Customer Service"

© CTMA New Zealand Ltd.