Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search

 


Companies Fail Through Lack of Service, Not Products

Companies Fail Through Lack of Service, Not Products

Do you know how your customers feel about you?
Can you respond to them timeously?
If so, how do you measure the feedback and what do you do with it?

A newly launched company called Vigil helps companies answer these questions. In response to the old adage ‘you can’t manage what you don’t measure’ Vigil specialises in Customer Experience Management (CEM). It collects, collates and analyses customer service feedback in order to create outcomes for companies.

Vigil Managing Director Richard Potton explains that Vigil provides an end to end measurement of the customer experience to suit all types of clients – retail, industry, commercial – in both private and public sectors. He says CEM’s final aim is to advance the customer from satisfied to loyal and ultimately to advocate.

Services include:
Vigil Immediate – allows a constant measurement of the customer experience and ensures management and staff can respond.
Vigil Intensive – monitors customer experience over the long term allowing you to isolate difficult locations, set standards and to compare yourself against both competitor and industry.
Vigil Barometer – measures the customer brand experience and commitment. Projects future direction for the brand service.
Vigil Response – what’s on your mind - every website should have this functionality. A simple link from your website to the Vigil platform.

“Vigil CEM recognises that today customer experience is the single most important aspect in the achievement of success by companies across all industries and sectors. Study after study shows that the single cause of failure for public and private sector organisations isn’t product related. It all comes down to service and the experience customers have. A hotel can have great rooms, great facilities and heavenly food in its restaurant but one rude receptionist, one room left untidy and lipstick left on a glass can shatter the customer experience and ruin everything.”

Vigil is part of an Auckland-based group of companies which incorporates the 25 year old Mystery Shopper market leader HOED, with day to day management by Richard Potton. Talk to us about monitoring, measuring and managing the Customer Experience.

ENDS

© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

Half Full: Dairy Payouts Steady, Cash Will Be Tight

Industry body DairyNZ is advising farmers to focus on strong cashflow management as they look ahead to the 2015-16 season following Fonterra's half-year results announcement today. More>>

ALSO:

First Union: Cotton On Plans To Use “Tea Break” Law

“The Prime Minister reassured New Zealanders that ‘post the passing of this law, will you all of a sudden find thousands of workers who are denied having a tea break? The answer is absolutely not’... Cotton On is proposing to remove tea and meal breaks for workers in its safety sensitive distribution centre. How long before other major chains try and follow suit?” More>>

ALSO:

Scoop Business: NZ-Korea FTA Signed Amid Spying, Lost Sovereignty Claims

A long-awaited free trade agreement between New Zealand and South Korea has been signed in Seoul by Prime Minister John Key and the Korean president, Park Geun-hye. More>>

ALSO:

PM Visit: NZ And Viet Nam Agree Ambitious Trade Target

New Zealand and Viet Nam have agreed an ambitious target of doubling two-way goods and service trade to around $2.2 billion by 2020, Prime Minister John Key has announced. More>>

ALSO:

Scoop Business: NZ Economy Grows 0.8% In Fourth Quarter

The New Zealand economy expanded in the fourth quarter as tourists drove growth in retailing and accommodation, and property sales increased demand for real estate services. More>>

ALSO:

Scoop Business: RBNZ’s Wheeler Keeps OCR On Hold, No Rate Hikes Ahead

The Reserve Bank has removed the prospect of future interest rate hikes from its forecast horizon as a strong kiwi dollar and cheap oil hold down inflation, and the central bank ponders whether to lower its assessment of where “neutral” interest rates should be. The kiwi dollar gained. More>>

ALSO:

Get More From Scoop

 
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news