This photo of the 3ZB Christchurch [New Zealand] staff was taken for the 21st anniversary of the station...

Women announcers were often found as 'Shopping Reporters' on the 'women's hour' programs...

Santa will have no trouble finding one Christchurch house this Christmas -- 6000 lights flashing to synchronised music will see to that. Software programmer Nathan Kennedy has upped the ante for Christmas lights with a hi-tech, drive-by display...

The Whitford Network apart from its efforts to maintain a high standard in music, song and story, claims to lead West Australian radio in offering maximum assistance to the improvement of local radio talents...

Senior Technician Bill McMillan works a bank of Magnecorders in the main control room of the new Broadcasting House, Fiji Broadcasting Commission, Suva, Fiji in 1954...

Isareli Racule was the first head of the Fiji section, Fiji Broadcasting Commision in 1954...

Station 4VL is owned and controlled by the Charleville Broadcasting Co., Ltd., Alfred Street, Charleville. Studios and transmitter are situated at that address...

KCCN Honolulu 1420 AM was one of the most popular radio stations in the Hawaiian islands. It broadcast Hawaiian music and culture and has since moved to FM where its popularity continues...

Eastern residents have a local voice thanks to the launch of a new radio station. Howick Village Radio officially launched last week and promises a mix of local news, community group information, health and lifestyle features, and varied musical styles...

Eric Allen is using his love and knowledge of music to give back to his local community. After becoming fed up with the lack of radio programmes for seniors, the 83-year-old Pt Chevalier resident decided to start his own station, Reef Radio, in 2006...

Ten years on, and this radio station team hasn't let anything get it down. Supporters of community-run station Access Manawatu yesterday raised their glasses to a decade of bringing the "voice of the people" to Palmerston North...

We recently ran a competition celebrating 50 years of Hawaiian statehood. Readers were asked a number of questions about KHBC Hilo as featuring in our Art of Radio Hawaii...

As part of the preparations for civilian air service from Fiji to the Cook Islands shortly after World War II, the Royal New Zealand Air Force (RNZAF) installed communications and radar services. I was involved with this work in Samoa, Tonga and Rarotonga, and, while in Apia, I decided to start up a radio station...

We turned a corner on the Cross Island Road, and there sat a stumpy little radio tower, almost hidden in the misty rain. High in the hills behind Apia, the Afiamalu Pass is the location used by 2AP for many years...

KYOI, located on Saipan in the Northern Mariana Islands was a commercial shortwave station, on air 24 hours a day, broadcasting "Contemporary Hits" rock music directed at the Japanese market...

Image of Edward Dahl added. He was secretary and general manager of 4AY Ayr in the late 1930's.

Hosptal Radio celebrated 20 years yesterday with the biggest crowd yet to its annual gathering...

James Cope is bringing his faith to New Plymouth airwaves...

Welcome to South Seas Broadcasting, Inc stations V103 and 93KHJ in American Samoa, latest Heritage Friends of the Radio Heritage Foundation.

Never A Dull Moment by Keith Richardson. Keith Richardson is known to Kiwi babyboomers for his top rating radio shows on 1XN Whangarei, 2ZC Napier, 2ZB Wellington...

Aunt Gwen of 2YA by Margaret Willis. "Putting together this story about my mother has taken a long time, all my life in fact."

Returning to the Asia Pacific region is the famous Happy Station that began in 1927 with Eddie Startz broadcasting from PCJ in Holland to the Dutch East Indies.

During 1941, Japanese radio audiences had almost 50 local AM radio stations they could listen to for a large part of each broadcasting day...

Treason on the Airwaves by Judith Keene from the University of Sydney.

Enjoy a refreshing beach stay at our heritage 1920's beach bungalow. North Beach, Christchurch, New Zealand.

Playing an important part in Tasmanian country broadcasting since February, 1938, Station 7DY, situated near Derby, operates on 1450 kc/s...

Five Great Voices in One - 4BC Brisbane 4SB Kingaroy 4GR Toowoomba 4RO Rockhampton 4MB...

Nearly 1200 combined pages and extensive notes make the 'Shortwave Radio Trilogy' of U.S. radio listener and historian Jerry Berg a virtual encyclopedia of the global shortwave radio scene since 1923.

Mackay Broadcasting Service Pty. Ltd., is a 100 per cent. Mackay organisation established firmly in a very prosperous district...

Ideally situated in the heart of one of the Commonwealth's wealthiest districts, Station 2LF, from Young, dominates an area of over 11,000,000 acres containing a population of nearly 106,000...

3XY operated by Efftee Broadcasters Pty. Ltd., was founded by the late F. W. Thring, well known in Australian theatrical and film circles. It began operations on September 8th, 1935...

A decade has passed since Station 2AD took the air to serve the New England Tableland...

Australian radio station 3BA Ballarat supported the Sunshine Singers. Here they are pictured at Lorne in Victoria on January 24, 1938...

2LM is owned and operated by Richmond River Broadcasters Pty. Ltd. The Studios are situated in Molesworth Street, Lismore, and the transmitter in Ballina Road, Goonellabah...

Support the Radio Heritage Foundation by purchasing your new copy of the WRTV Handbook 2010 via Amazon through us....

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Companies Missing Big Opportunity to Turn Customer Pain Into Competitive Gain, Says CMO Council Report

Despite overwhelming agreement on the importance of customer experience and word-of-mouth, senior marketers admit their companies are failing to take decisive, company-wide action to integrate customer voice and experience into key business and marketing processes, according to a new study by the Chief Marketing Officer (CMO) Council.
Sponsored by Satmetrix, the Net Promoter Company, the study, titled "Giving Customer Voice More Volume," revealed that a surprising 58 percent of the 480 executives surveyed said their companies do not compensate any employees or executives based on customer loyalty, satisfaction improvements or analytics. Some 38 percent said their companies have no programs in place to track or propagate positive word of mouth among customers. In addition, only 29 percent said their companies rate highly in their ability handle and resolve customer problems or complaints.

The CMO Council study underscores critical deficiencies in the way companies measure, optimize and leverage customer experience to drive loyalty, improve brand value and increase business performance and growth, including:

-- Insufficient availability and aggregation of real-time customer
experience data across touch points that should be shared across the
organization

-- Poor use of customer interactions to collect insights and intelligence
or maximize up-sell and advocacy opportunities

-- Lack of Internet processes and systems to track online word of mouth
and drive customer advocacy

-- Intermittent or deficient monitoring of customer experience that fails
to provide true and timely insights into problems and opportunities

-- Too few compensation programs tied to customer experience, loyalty and
satisfaction gains

"Customer experience is one of the most critical determinants of brand strength and business growth. Yet, most organizations and senior marketers suffer from major blind spots and gaps in the way they interact, handle and respond to customer issues or problems," said CMO Council executive director Donovan Neale-May. "CMOs must assume ownership for the customer experience and establish enterprise-wide measures and disciplines to ensure continuous improvement. We are missing a major opportunity to turn customer pain into competitive gain at every touch point through better use of web and contact center technologies and processes."

Customer listening, learning and leveling are critical qualities that need to be part of an institutionalized corporate culture, notes the CMO Council. Yet, survey data demonstrates that most companies are not taking advantage of these opportunities to drive company-wide performance improvement and business growth. Instead, most companies treat customer interactions around service situations and incidents only as a problem that needs quick resolution:

-- Only 38 percent of companies gather customer insight from customer
engagement situations.

-- Just 32 percent look for ways to turn problems into new sales
opportunities, and only 15 percent introduce new products or services to
further monetize the relationship.

-- Merely 17 percent use the opportunity to identify and cultivate
potential customer champions and advocates.

While companies have a long way to go in turning detractors into brand advocates, senior marketers are clearly aware of the importance of customer experience. In fact, 83 percent of respondents said it is either "essential" or "increasingly important" in driving brand advocacy and business performance. In addition, 84 percent said positive customer experiences and word of mouth have helped their brands and businesses grow. There were 44 percent of respondents who admitted that high-profile negative customer experiences had at some time compromised their brands.

Only 31 percent rate their company's commitment to customer listening highly, but another 35 percent say it is "getting better." Although 34 percent of respondents said their companies have made no changes to the way they track and analyze customer experience in recent years, it can be seen as a positive development that 45 percent of respondents say their companies have taken steps to better integrate and analyze customer data. Another 39 percent said they have increased personalization and intimacy in their customer communications, 20 percent say they have embraced intelligent Internet analytics and 18 percent are capturing real-time information at the "point of pain."

"Companies must become more sophisticated and committed to both leveraging customer experience as a key business metric and instituting company-wide processes that drive improvement," said Laura Brooks, Ph.D. and vice president of research for Satmetrix. "The Net Promoter Score has been proven to be the most reliable customer metric for business growth, but measurement is not an end in itself. Companies need to commit themselves to understanding the key determinants of their score and continuously strive to improve their customer experience competitiveness." Brooks is co-author, with Satmetrix CEO Richard Owen, of a new book, titled "Answering the Ultimate Question," that offers a new operating model for NetPromoter success.

Other key findings of the study include:

-- Nearly two-thirds of companies do not have a formal Voice of Customer
program in place.

-- Only 13 percent of companies have deployed real-time systems to
collect, analyze and distribute customer feedback.

-- While 74 percent say they receive customer feedback via e-mail, only
23 percent say they track and measure the volume and nature of these
messages.

-- Customer voice has gone online, but only 14.5 percent track word of
mouth on the Internet

-- Only 12 percent are using a word-of-mouth marketing platform to drive
online customer advocacy.

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