Why is business not involving their people in the development and implementation of their customer experience strategy?
The answer to this question is not clear; however, what is clear is that very few businesses have a customer experience strategy, that’s because very few organisations’ have the knowledge and expertise to develop such a strategy according to Chris Bell Managing Director of Customer Experiences a company that specialises in the development of quality customer experiences.
This lack of understanding is producing inconsistent customer experiences that frustrate and annoy, driving high employee disengagement resulting in low productivity, declining customer loyalty and a reluctances to recommend a business to others and that’s just the tip.
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.
Exceptional service is harder to attain than ever before. Surveys show that customers expect better service from the companies they deal with yet overwhelmingly believe they are getting service that is no better, or even worse.
Of course, organisations that understand this see a huge opportunity and are taking advantage of it by developing a quality customer experience that stands them out from competitors and gives them a sustainable competitive advantage.
A 2011 Bloomberg Businessweek 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.
For those businesses that would like to adopt a greater focus on their customer experience as a way of differentiating themselves from competitors and growing profitability in 2012. Customer Experiences has just launched a unique online customer experience development program www.customerexperiences.co.nz . Bell with be speaking at the June Customer Ex 2012 Auckland conference.
Chris Bell is the Managing Director of Customer Experiences, a company committed to building successful businesses through the development of high quality customer experiences and co-founder of cemNZ www.customerexperience.co.nz firstname.lastname@example.org www.customerexperiences.co.nz 027 2792360