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    Well done Doc! - 2010-05-10
    It's great to see some local businesses getting it right and exceeding customers expectations. Kerikeri Medical Centre has done a lot lately to make life easier for their customers:
    • Created a one-stop shop by having a pharmacy on site
    • Text alerts to eligible patients to advise o ...


    Hey, what about your own customers guys? - 2009-07-23

    Sometimes what seems like a great deal to one customer is a kick in the guts to another.

    Recently Air New Zealand offered $50 one-way fares to Jetstar passengers left stranded by the company's check in policy or delayed by more than 2 hours. On the face of it it seems like great marketing ...


    Northland retailers turn away business - 2009-07-20

    We are supposed to be in a recession. Yet a number of Northland businesses seem determined not to close sales even where customers are keen to buy. My own recent experience, and that of family and friends, shows worrying sales and service complacency in businesses selling large ticket items:


    Northland Business Expo Whangarei - 2009-04-17

    I am blogging from the Northland Business Expo in Whangarei. April 17-18.

    The Business Expo has been ...


    Are your customers your new marketing department? - 2009-04-12

    Times are hard, all businesses have pressure on resources and there are a lot of competing priorities. Consumers have fewer spare dollars to spend so you also have to work harder to make the sale ahead of the competition.


    		 
         
         
     

    We redesign the customer experience. We are based in Kerikeri, Northland, NZ.

    Company Profile

    We are an independent consulting company specialising in the design, development, and implementation of effective business solutions for customer contact. Founded in 2005, and originally Wellington based, we are now based in Kerikeri, Northland.

    We design better customer service.


    We can:
    • Make it easy for your customers to do business with you
    • Help analyse your customers’ needs and preferences
    • Identify service improvements and efficiency increases
    • Build your unique customer service strategy and action plan based on your business goals and culture.
    • Help you take a fresh look at your business through your customers' eyes.
    • Show you which transactions best suit which channels:
      • Face-to-face, phone, web, text etc.
    Contact us now to arrange a free site visit or conference call.
     

    Key Content

     
    Take a look at our presentation on why it's so vital to fix customer service now Ask us about the elephant (328.pdf) , or read our local small business case study (135 kb pdf) to see how some issues can easily be addressed.

    Services

    Our services include
    • Customer Service Reviews
    • Process design
    • Job design
    We help you "stand in your customers shoes" and based on the insights that we develop we can help you redesign and improve the customer experience.
     
    We also design customer service operations for new or changing businesses.
     
    For more information see our services page...:















     

    Testimonials

    Clive Manley (CEO of Far North District Council):
    "We found Sue's work to be of the highest standard. She was dedicated and committed to delivering work that would mean something for FNDC now and in the future. The key benefits to FNDC of Sue's work were building a platform which FNDC could leverage off in terms of improved customer service - enabling change from a business function focus to an organisation that focused its services around the customer, putting the customer first."

    Helen Glasgow (Exec Director of The Quit Group):
    "Sue knows the contact centre business very well and over several years has provided our management level people with coaching. She also reviewed our call centre for us and made a range of recommendations. Sue had an excellent understanding of the scope of the contract, she delivered great results and her rate represented great value for money".

    Jan Gerritsen (Community Services Manager, Masterton District Council):
    "Sue was very conscious of reducing our costs where possible. She used the time in our organisation very efficiently and completed within the timeframe. She was very perceptive and encouraging about where our organisation could improve our performance"

    For more information on these projects see our projects page..


    		 
         
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