Key Actions Outcomes Business Benefits
Financial Benefits
1) A Leadership committed to a long-term strategic approach to a customer experience • An employee & customer centric culture • Greater employee engagement
• A reduction in staff turnover
• Reduced recruitment costs
• The ability to attract the right people • Increased Productivity
• Retain expertise
• Reduced recruitment costs
• Saves time/money
2) Right people in the right seats • Motivated people committed to playing their role in a continually improving customer experience • Increased productivity
• A more dynamic environment
• A better team environment • Growth/Profitability/Less cost
• Fresh & innovative ideas
• Reduced recruitment costs
• Better people/experience fit
3) Getting the priority right-
Your people are number one your customers number two • Your employee experience will be aligned to your customer experience. • involvement = greater engagement
• engagement = greater commitment
• commitment = greater loyalty
• loyalty = greater productivity • Greater productivity = growth
Profitability & cost reductions
4) A defined customer experience • The consistent delivery of a clearly defined customer experience that is the result of input from every part of the organisation • Consistency leads to customer loyalty
• Increased customer recommendation
• Greater employee commitment • Repeat purchase value
• Incremental value
• Strategic value
• Advocacy value
5) Skill development support to ensure a consistent customer experience performance • A programme of skill development opportunities that are directly linked to an organisations vision, defined customer experience, touch points, service standards and measurement systems • Greater employee loyalty
• A greater commitment to individual professional development
• Reduced customer churn
• Less customer complaints & negative word of mouth
• Stronger customer/business relationships • Higher engagement
• Increased expertise
• Growth/Profitability
• Reduced recruitment costs
• Increased customer loyalty
6) Capitalising on your creativity • The ability to capitalise all the creativity that exists within an organisation is one of today’s greatest competitive advantages • A total customer focus
• A continually improving customer experience
• The ability to involve and recognise everyone
• The ability to increase loyalty
• Increased employee engagement
• A sustainable competitive advantage
www.customerexperiences.co.nz contact – chris@customerexperiences.co.nz
mob 0272792360