Our online scrap book
Interviews, citations and contributions...
It’s probably no surprise that poor customer service can have an enormous amount of negative impact on your business. But what about poor service to employees? Does the internal satisfaction of your employees weigh on that metric?
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 (cemNZ) is a collaboration between Chris Bell and Paul Linnell, strong advocates for improved customer care as a driver for business success.
The “TellSimon” customer feedback channel - helping businesses get more feedback from customers.
CTMA’s customer experience study of Building Consent & Inspection Services
Customer Satisfaction and Loyalty - Where product and service quality hit the bottom line (.pdf file)
Identifying and fixing problems - the secret to retaining existing customers
“Customer Service 2000” Ernst & Young Benchmarking Study
(Designed & managed by Paul Linnell)
Other services to help your business succeed with its customers:
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Source: Paul Linnell - CTMAworld.com
Professional groups and associations:
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.
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.