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Useful links

The following links to other on-line resources may be helpful in your quest for building and excellent customer experience.

 

 

 

The scrap book:

Better customer service required as people tighten their belts

TVNZ ONE News
(December 2011)

Paull Linnell on AMP Business (Source: AMP Business)Firms that want to survive the economic downturn no longer have the luxury of ignoring dissatisfied customers, according to a newly-formed association.  Customer Experience Management New Zealand businesses association (cemNZ) is a collaboration between Chris Bell, Dr Ian Brooks and Paul Linnell - all well known in New Zealand as strong advocates for improved customer care as a driver for business success.

 

Simon says: listen to your customers

New Zealand Business
(August 2011)

- Tell Simon customer feedback channel - helping businesses get more feedback from customers.

 

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:

customer experience management New Zealand

customer experience management New Zealand is a real-world and on-line community that brings together customer service professionals and business leaders and gives them quick and easy access to the information and tools necessary to turn customers into loyal raving fans.

 
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.

 

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"