Programme Designer & Facilitator
Chris is the founder & Managing Director of Customer Experiences Ltd., established in 2004.
Chris is a leading expert in the development and implementation of Customer Experience strategies. Chris and his team work with a wide range of businesses in the development of high quality customer experiences that result in an organisations sustainable competitive advantage.
Chris has spent 28 years of his career in the outdoor industry in sales, marketing and brand management roles with iconic brands including Fairydown Adventure, The Great Outdoors, Mountain Hardwear and Snowgum.
Chris is the author of the soon to be published business book, “The Great Kiwi Customer Experience,” and is a sought after business media commentator and business conference speaker.
Chris is a founding Director of CEMNZ a body of customer experience professionals
Clients that have recently benefited
Capitalising on the creativity within – A Financial Services Business
The challenge: Increase the flow of ideas that would add value to the client experience.
Successful Outcome: This organisation enjoys an extremely high 72% client recommendation rating
Making a Difference – Align 40 independently owned retail branches
The Challenge: Develop and implement a strategy to ensure consistency of customer experiences across all 40 branches, including the introduction of an in-store branding and associated marketing programme.
Successful Outcome: This group has had continued growth and now has 57 stores.
Working Together – A significant South Island rural commodity supplier
The challenge: Bring together this rural supplier and independent delivery contractor to ensure a seamless high quality customer experience.
Successful Outcome: This organisation has expanded into the North Island and other areas. A significantly more unified team approach also resulted in improved communication between the company and customers.
Maximising sales in a recession – A Specialist Information Centre
The Challenge: Improve front counter sales in a season of declining visitor numbers through the delivery of a consistent high quality customer experience.
Successful Outcome: This organisation is in the top three NZ-wide in its field
Defining the Customer Experience – North Island Giftware Retailer
The Challenge: Develop an experience that could be delivered to the same high standard across three locations by a part-time retail sales team, and ensure that same experience is delivered to an increasing number of e-commerce customers.
Successful Outcomes: A steady flow of incredible customer testimonials and word of mouth recommendations as a result of a total commitment to the customer experience and its on-going development.
This organisation has won several “top shop” retail awards