How do you develop and implement a customer experience strategy that will become your sustainable competitive advantage?
That was the question only 13 percent of respondents could answer in a recent US survey, however, 80 percent understood the importance of a customer experience strategy to their business.
Chris Bell Managing Director of Customer Experiences a company that specialises in developing customer experiences said he believes less than 13 percent of New Zealand businesses could answer that question.
Bell said this was concerning in todays highly competitive market where building employee & customer loyalty and positive word of mouth should be a priority.
To improve business knowledge and expertise in this vital area Bell has developed a two day programme called Customer Experience Development (CED) designed to give customer experience managers the methodology and skills to put in place a long-term customer experience strategy.
Bell said the programme will be available via both public and in-house workshops and includes on-going support as participants work through the development process.
The benefits to a business are many including:-
• Increased employee engagement & loyalty
• The ability to attract the right people
• Increased customer loyalty & word of mouth
• The ability to capitalise on the creativity of employees
• Takes the focus off price, increasing margins
• The ability to reduce marketing & recruitment costs
Bell said business is starting to realise that in a world of excess, uniformity and repetition, people buy experiences, not products or services. When people feel good about their experience they will not only return, they will tell their friends. To turn a financial exchange into a rewarding experience, businesses have to be creative and they have to be fully committed to seeing the world through their customers’ eyes.
firstname.lastname@example.org mb027 2792360 www.customerexperiences.co.nz