June 2008 Newsletter

We believe whole heartedly that you cannot be all things to all people, hence you need to forge relationships with like minded individuals so that you can leverage off of each other for the best possible results for your customers.

We were fortunate this month to be invited by one of these like minded individuals, Simon Rowles of Carlson Marketing, to meet and hear Don Peppers (Peppers & Rogers Group) speak in Auckland. Don Peppers & Martha Rogers are globally recognized thought leaders in customer-focused business strategy. In addition to being “acclaimed authors and visionary business strategists, Peppers and Rogers are proven presenters who consistently motivate, inspire, and influence". Don did not disappoint, he had a great story to tell and his presentation entitled ‘Hey - There is a person in there! – Turn your Brand Message into a Brand Mission’ was indeed inspiring. Simon and Don have been kind enough to let us share a copy of the presentation with our subscribers. Enjoy!

This month's edition of Customer Focus Times includes:

• ‘Hey - There is a person in there! – Turn your Brand Message into a Brand Mission’ – Don Peppers
• Companies Fail to Define and Deliver Complete Customer Experience – Latest research from Strativity Group
• The five barriers to measuring customer experience – Jennifer Kirkby

As always, if you would like to know more about how we can help you improve in the area of Customer Experience Management, Customer Relationship Management or if you have Research requirements that you think we could help with just give us a call or drop us an email, we would be very happy to talk.

Kind regards



Managing Director

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‘Hey - There is a person in there! – Turn your Brand Message into a Brand Mission’ – Don Peppers

• Do your employees love your brand?
• Do they enjoy telling friends and relatives what company they work for?
• Do they enjoy their careers with you?
• Would they buy your brand for their own personal use, even at its full retail price?

See a copy of the presentation here ...

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Companies Fail to Define and Deliver Complete Customer Experience – Latest research from Strativity Group

SRD Group recently took part in a global study on Customer Experience Management with Strativity Group and what they found was “The pursuit of customer loyalty through customer experience is high on the corporate agenda, yet companies still fail to understand the totality of customer expectations and therefore deliver commodity products and services, Strativity Group’s new Global Benchmark study discovers".

Read the full press release here with details of how you can learn more...

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The five barriers to measuring customer experience – Jennifer Kirkby

As always, Jennifer has written an interesting article on the barriers that companies face in measuring the customer experience.

“Customer experience isn’t just about giving customers a good time. It’s about understanding just how good a time (or not) you are giving – and making adjustments. Customer experience is a leading KPI for the customer-centered organisation, and if it is to have its rightful place in your company it must precede and even supersede operational command and control metrics.

But whilst many organisations have a strong desire to improve their customers’ experience, they are hampered by barriers to effective measurement – their feedback loop is blocked."

Read the full article here...

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The Last Word

“Organisations follow their measures; what gets measured gets done. So make sure you measure what you want to achieve.”
– Alison Bond, Halo Works

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SRD Group - Focused on performance improvement in Customer Experience and Customer Relationship Management