Loading...
Blog 2018-09-24T21:21:32+00:00

Tips for successful research with school communities

Over the last few years we’ve worked with a number of schools helping them use research to understand how they’re performing, and how they’re perceived - from the point of view of their school community.  Here are some of our [...]

9th December, 2018|

Creating a great experience for council customers

We’ve been listening to council customers talk about their experience for a while now, across a number of ongoing Customer Experience Management (CEM) programmes, and we see the same key themes recurring – the drivers of a good experience for [...]

29th October, 2018|

Hamilton City Council – welcome to Buzz CEM!

Hamilton City Council introduces a new customer point of service survey tool using Buzz Channel's Customer Experience Management (CEM) programme. Hamilton is New Zealand’s largest inland city with a rapidly growing population of more than 160,000 people. The Council’s wide [...]

19th October, 2018|

Auckland Libraries – welcome to Buzz CEM!

A new Customer Experience Management (CEM) programme for Auckland Libraries.     Auckland Libraries - Ngā Pātaka Kōrero o Tāmaki Makaurau plays a highly important and valued role in the lives of many Aucklanders. The libraries’ 55 fixed locations and [...]

15th October, 2018|

Staff engagement for supercharged customer experience

Happy customers, healthy profits The idea that happy customers directly impact the bottom line is now well established. Improved customer experience has been proven to inspire repeat custom, reduce customer attrition, and increase retention and referrals [1] (and at a [...]

20th September, 2017|

You Are Not Starbucks

For private healthcare providers looking for customer experience feedback it pays not to model yourselves on a fast food outlet... Allied Health providers need to ask more than Net Promoter Score to achieve real improvement in your patient’s experience. The [...]

17th May, 2017|

How to create customer service ninjas that care?

How do you really empower customer service staff to take action, make that call, resolve that issue and consistently do the things that lead to good experiences for customers? And to do it genuinely, embracing a human-to-human (H2H) approach. In [...]

27th February, 2017|