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 learnings – things we’ve noticed work well when designing and [...]

2018-12-09T23:50:43+00:00 9th December, 2018|Tags: |

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 local government customers. These are the things that make the [...]

2018-10-29T23:42:54+00:00 29th October, 2018|Tags: , |

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 range of services are relied on by ratepayers, residents, other [...]

2018-11-08T22:22:06+00:00 19th October, 2018|Tags: , |

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 four mobile libraries allow Auckland’s people and communities to browse, [...]

2018-10-19T01:27:37+00:00 15th October, 2018|Tags: , |

Customer Experience Management for Councils – five tips for launching a successful CEM programme

Increasingly, local Councils are looking for ways to improve the service experience they offer customers and, like businesses in the private sector, are looking to establish ongoing Customer Experience Management (CEM) programmes. Based on our experiences with our current Council CEM programmes, we’ve put together a few top tips on [...]

2018-10-19T00:45:41+00:00 1st October, 2018|Tags: , |

The secret sauce to creating a winning customer service culture

Delving into the back story of the world’s most successful businesses and top performers in customer centricity they all have one thing in common - someone at the forefront with a strong vision for the culture and personality of that organisation. It’s no accident that companies like Squarespace, Zappos, Netflix, [...]

2018-04-24T03:40:19+00:00 23rd April, 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 lower cost). In fact, customer experience is such a strong [...]

2017-11-15T01:41:07+00:00 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 Thing About Health... It’s now increasingly commonplace for private health [...]

2018-10-17T23:00:33+00:00 17th May, 2017|Tags: , |

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 terms of creating well-functioning teams that can identify with customers [...]

2017-11-14T23:32:04+00:00 27th February, 2017|