5 key factors that drive service improvement in local government

Customer Experience is a major focus in the commercial sector with 81% of marketers saying they will be competing mostly on the basis of CX this year. But how do ideas and learnings from the commercial sector translate to local government CX and what can a Council CX programme realistically [...]

Improving council customer experience

Council departments like Auckland Council’s Healthy Waters (stormwater) are using customer feedback to make genuine improvements in their service delivery through Buzz Channel’s Customer Experience Management (CEM) programmes. By listening to customers and acting on their feedback, Healthy Waters has improved their customer satisfaction steadily over the past two and [...]

2019-08-28T02:47:33+00:0020th June, 2019|Tags: , , |

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+00:009th December, 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 [...]

2019-06-20T02:01:40+00:0019th 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+00:0015th 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 [...]

2019-06-20T02:03:22+00:001st 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+00:0023rd April, 2018|