Customer service has been talked about consistently since the mid eighties to the extent that not only is business sick of hearing about it, most ignore the subject these days, This according to Chris Bell Managing Director of Customer Experiences www.customerexperiences.co.nz a business that specialises in customer experience design and development.
Business understands the importance of customer service and is fully aware of the impact poor customer service has on the bottom line. What business is not seeing is effective ways to address this vital area.
Bell said his organisation grew out of “first hand experience” that front-line customer service training workshops were no longer an effective way of trying to improve customer service levels and as a result now provides business with a totally different approach that address all the challenges business has in this area not just front-line customer service skill development.
A Unique Approach
This unique approach views the issue from the client’s perspective including employing the right people, understanding customer’s expectations and creating the right culture across the organisation.
Businesses must understand that customer service is a vital part of a total customer experience strategy. Trying to improve service by itself does not deliver long-term results.
We are very much aware that not only does business understand the importance of great customer service experiences, they are even more aware of the positive impact it has on sales and profitability as a result of increased loyalty, advocacy, and employee engagement.
Customer experience is the new sales. Customer experience is the new marketing. As the world automates, products will become more and more the same. Customer experience is how business will differentiate. The quality and consistency of the customer experience is how the next sale will be made.
Chris Bell is the Managing Director of Customer Experiences a business committed to building successful businesses through the development of high quality customer experiences and co-founder of cemNZ www.customerexperiences.co.nz email@example.com
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