Our directory of resources, subject matter experts, and providers of products and services to the customer care industry may help you find the support you need in your quest for customer excellence. We currently have entries in the following categories:
If there are products and services you have used and would like to recommend we add to the directory, please let us know via the contact page. Sections we are hoping to add in the future include technology, recruitment and outsourcing. If you provide products or services to customer care and customer experience professionals and you would like to advertise in the cemNZ directory, please get in touch.
Tips on selecting service providers
When selecting advisors, consultants, trainers and other service providers, get to know them and understand their individual strengths and how they can help you and your organisation be more successful.
It is also helpful to distinguish between “generalists” – who
can help with a wide range of business activities, and
“specialist” – who provide
their real value in a specific area of expertise.
Don’t be afraid to ask them what they do best – and what they don’t do. This can help you hire the one (or ones) that best match your needs.
Getting the right help, at the right time, can make a significant difference to the success of your organisation, your customers and your staff.
Advisors and consultants
Chris
Bell
Turning the voice of the customer into management actions
The quality of the customer experience an organisation consistently delivers will ultimately determine the long-term success of that business. It’s a strategy that influences every part of a company.
Great customer experiences grow customer loyalty and loyalty leads to more word of mouth recommendations, the most powerful form of advertising.
As a professional speaker and customer experience designer I powerfully demonstrate using successful New Zealand organisations how embracing the customer experience strategy is used to create and grow a sustainable competitive advantage, in a world where competitive advantages are copied everyday.
Chris Bell • Customer Experiences Ltd • Taupau • (027) 279 2360 • www.customerexperiences.co.nz
Paul Linnell
Paul Linnell is a customer service champion. His passion is helping organisations achieve business success through customer-driven quality and service improvement.
Specialties:
Service improvement
Customer experience management
Voice of the Customer
Customer satisfaction measurement
Over a period of more than 20 years, Paul has built a unique set of valuable skills specialising in the design and deployment of customer experience management, service quality improvement, customer service and voice of the customer programmes.
For most of his career he has worked in Europe and North America. Since founding the service quality improvement firm, CTMA New Zealand Ltd in 2002, he has been based in New Zealand, and continues to serve clients globally in a wide range of industries from Airlines to Local Government and from Automotive to Financial Services.
Paul is a regular speaker and conference chair and has spoken at numerous customer service conferences, seminars, industry forums and workshops in the UK, Europe, North America, Australia and New Zealand.
Learning Planet is a resource library of over 50 hours of
learning in soft skills techniques covering sales, services and
leadership.
Rather than an end-to-end course it is a dip in and dip out
resource library when staff require information or up-skilling
at their fingertips for “just in time” solution.
Sign up for a demonstration log in today and discover what
other users are raving about!.
Contact Centre training firm with areas of expertise include
customer service, sales, leadership, communication, difficult
customers and more.
Rapid Results Ltd • 4a Te Kea Place • Albany • Auckland • (09) 447 1994 • www.rapidresults.co.nz
Training courses
Four-part online seminar “Adopting a customer-driven
framework for recovery”
CTMA is now delivering its masterclass, workshops and
one-on-one executive planning and coaching sessions directly to
you and your team - in your own meeting room, at your own desk
or home office, in the form of live personalised online events.
This programme of four, 90-minute, online seminars
uses a series of frameworks, blueprints and guides to help you
establish customer-driven value creation as your new
business-as-usual strategy.
Seminar 1: Explores why customer
experience matters to the success of your organisation and its
customers, and how poor service impacts your costs and bottom
line.
Seminar 2: Delves into the five key disciplines of the
CTMA customer-driven framework for continuous improvement and
value creation.
Seminar 3: Examines how to establish a customer
experience baseline, determine the return on investment and set
priorities for improvement.
Seminar 4: Building your roadmap for
turning the voice-of-your-customers into actions for future
success.
If you are preparing your organisation for recovery now, please
get in touch so we can schedule a call to discuss your specific
needs and ways our four-part online seminar can help. During
the call we can identify who you would like to attend, and
schedule a time and duration for the event(s). Following the
call we’ll prepare an event proposal for your review and
approval.
An
Aladdin's Cave crammed packed with fantastic ideas for leading,
inspiring and training your remote teams.
With over 200 pages in glorious colour, this book has over 100
activities that can be used for remote and virtual teams.
Virtual and remote teams are those that need to connect via
technology and are not able to meet in person at the same
physical location. If you are a people manager, trainer,
coach or just someone who has to engage people in remote
locations, this book can give you valuable insights and includes
100 ready-to-use activities to help bond team members and crate
some fun.
This book has been designed with over 30 years
joint training experience by two corporate trainers who know how
hard it can be to keep teams and groups engaged. Whether
you are looking to spice up your online training courses,
energise your virtual team meetings, raise team morale or simply
have some fun with your teams this book will help you achieve
that. Each activity has a consistent format and is
allocated to a number of categories to make it quick and easy
for you to find the one that will suit your needs.
Categories include topics like communication, icebreakers, team
building and many more. Activities range from full-on team
building and communication activities down to quick fun
energisers you can do to start a session.
With each
activity carefully chosen and laid out to ensure you have
maximum opportunity of success, we have also ensured you won't
break the bank by needing lots of expensive or complicated
materials to run these activities. You may not have the
time or budget to run full blown training courses but by using
this book there is nothing stopping you from creating more
engagement, energy and fun with your teams or groups in remote
and virtual settings.
101
Training Activities & How to Run Them
By: Derek Good and Craig McFadyen
If you are a people manager, trainer, coach or just someone who
has to engage people this book is for you.
“101 Training Activities & How to Run Them” has been
designed with over 30 years joint training experience by two
corporate trainers who know how hard it can be to keep teams and
groups engaged. Whether you are looking to spice up your
training courses, energise your team meetings, raise team morale
or simply have some fun with your teams this book will help you
achieve that.
Each activity has a consistent format and is
broken down into categories to make it quick and easy for you to
find the one that will suit your needs. Activities range from
full-on team building and communication activities down to quick
fun energisers you can do on the spot. With each activity
carefully chosen and laid out to ensure you have maximum
opportunity of success, we have also ensured you won’t break the
bank by needing lots of expensive or complicated materials to
run these activities. You may not have the time or budget to run
full blown training courses but by using this book there is
nothing stopping you from creating more engagement, energy and
fun with your teams or groups.
The Brain-Based Boss
By: Terry Williams • Publisher: Thomson Reuters • ISBN: 978-0-86472-788-6
By unleashing the secrets of the brain in the workplace, leaders will be able to develop an engaged and high performance workforce. The book is research based, and the author draws on over one hundred academic books and studies. However it is written in an entertaining, informative, yet practical format designed to provide leaders with motivational tools that they can actually apply in their workplaces to create an environment that is conducive to employee self motivation. The book gives leaders 5 principles through which they can create such an environment.
The author, Terry Williams, is a professional speaker and trainer who has twenty years experience as a corporate trainer and a working lifetime as a manager and seller of products, services and ideas.
Sell! - Tall tales from the legends of New Zealand Advertising
By: Hazel • Publisher: Penguin Group (NZ) • ISBN: 978-0-143-56841-4
Back in the 1890s, being an ad man in New Zealand was a simple case of placing an ad in the paper on behalf of a client. By the 1980s, it was a golden ticket to an exclusive club of fast cars, big bucks and bad behaviour.
Sell! takes you on a wild ride through the history of New Zealand advertising and its larger-than-life personalities – from selling the suburban fantasy to power games, overnight acquisitions, lunatic capers and the iconic Kiwi ads that reached giddy heights on the world stage.
Legends of the local ad scene recall the glory days of big budgets and bigger egos, and tell the stories behind New Zealand’s best-loved campaigns, including the Fernleaf family, Spot the dog and the infamous Bugger ad.
A tale of creativity and ingenuity as much as it is of indulgence, Sell! will inspire anyone who’s ever wanted to carve their own destiny in the face of the disapproving establishment.
Customer feedback and measurement
CTMA New Zealand Ltd
Turning the voice of the customer into management actions
We believe that customers are one of best sources of insight for innovation and business improvement. Our job is to help organisations capture that insight and then turn it into management actions.
CTMA is a customer experience and service quality improvement firm that provides a range of consulting, evaluation and customer experience measurement services to help organisations build loyalty and advocacy by improving service to customers.
Service quality improvement and voice of the customer programmes
Customer experience baseline studies
Customer satisfaction tracking programmes
Customer service benchmarking
Leadership workshops, conferences and seminars
CTMA helps organisations discover and prioritise the problems their customers experience and find out why loyalty and advocacy may be at risk.
CTMA New Zealand Ltd • PO Box 35-444 • Browns Bay • Auckland • (09) 414 6212 • www.CTMAworld.com
TellSimon.com
Customer feedback channel
TellSimon is a turn-key customer experience feedback channel that provides customers with an easy-to-remember place to go on the Internet to tell companies about their experiences doing business with them.
It can make it easy for your customers to contact you and give you the insights you need to succeed.
It is a cost-effective way for your customers to:
Tell you when something’s gone wrong
Tell you when you’ve done something well
Give you their suggestions and ideas
Ask you questions
For more information about how TellSimon could be helping you learn from your customers please contact CTMA New Zealand Ltd.
CTMA New Zealand Ltd • PO Box 35-444 • Browns Bay • Auckland • (09) 414 6212 • www.CTMAworld.com
Advisors and consultants
Training
providers
Training
courses
Books
Customer
feedback and measurement
Chris
Bell
Learning
Planet Ltd
Rapid
Results Ltd
TellSimon.com