Business is struggling…..

Many SMEs are struggling and it’s only going to get tougher due to increasing competition, high employee disengagement and pressure on margins as many businesses are finding increasingly difficult to differentiate themselves from their competitors.

Chris Bell Managing Director of Customer Experiences a company that specialise in the development of quality customer experiences said he was increasingly concerned for many organisations that understand the value of growing customer loyalty and customer word of mouth but had little idea as to how to go about it.

From recent research carried out by Customer Experiences it was clear that many businesses saw the development of their service experience as a daunting and expensive exercise, clearly showing that businesses has a distorted understanding of what’s required and just how easy changes can be made once a long-term commitment is made.

Bell was involved with New Zealand’s first Customer Experience Management conference earlier this year and is the co- founder of a new organisation Customer Experience Management NZ that has been formed to bring together the business community and those working in this area of business to share information and access advice from experts.

A 2011 Bloomberg Business week survey revealed that “delivering a great customer experience” has become the new imperative: 80% of the companies polled rated customer experience as a top strategic objective

However, only 20% of these companies believe that they, themselves, are actually doing a good job.

We believe that New Zealand business should adopt the same focus for 2012 if they want to get back to growth and increased profitability.


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