This question should be quickly followed by another important question; do you think you need such a plan? The answer to both these questions by most New Zealand businesses will be no.
The number one reason that most businesses don’t have a customer experience plan is that they think they are doing a very job with their current customer experience performance in fact eighty percent of businesses think they are delivering a better customer experience than their customers think they are.
The resulting complacency that comes from this thinking is the reason business growth and profitability is being held back.
What business needs to understand is the future success of business will be directly aligned with the consistency and quality of the experience delivered according to Chris Bell Managing Director of Customer Experiences a company that specialises in customer experience and service development.
Profit and growth are stimulated primarily by employee and customer loyalty. Loyalty is a direct result of exceeding customer’s expectations. Exceeding customers’ expectations is a direct result of a quality customer experience.
Customer Experiences has just made the process of developing a customer experience even easier through the release of an affordable fully supported customer experience development program online www.customerexperiences.co.nz
Research confirms that companies that provide exceptional service have a strong competitive advantage. Customers are prepared to pay higher prices, make additional purchases, are more loyal and recommend the business to others. All of this can be worth millions of dollars to the local economy.
Customer Experiences is an organisation specialising in the developing of high quality customer experiences. For further information – contact Chris Bell Managing Director Customer Experiences Ltd email firstname.lastname@example.org www.customerexperiences.co.nz mb 027 2792360