Look after your customers by delivering consistent quality experiences and you stand a good chance of being one of a very small select number of businesses that are benefiting from increased customer loyalty and word of mouth recommendations.
Failure to take this onboard will almost certainly ensure a business will be contributing to these statistics’ according to Chris Bell Managing Director of Customer Experiences a company that specialises in the development of quality customer experiences.
• 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service.
• 64% have made future purchases from a company’s competitors after experiencing poor customer service.
• 81% are willing to pay more for a better customer experience.
• 2012 CX Index Report
A recent Temkin Group customer experience survey found that 80 percent of respondents from corporate organisations understood the benefits of a customer experience strategy however only 13 percent knew how to develop such a strategy within their organisations.
A lack of knowledge and skill to develop a long-term customer experience strategy and the complacency that comes from an inside evaluation of current customer experience performance where most businesses think they are performing better than their customer think they are, these are the major reasons why customer experience performance is not improving.
The result is a tourism industry that is struggling to meet visitor’s expectations and a retail industry struggling to come up with a competitive advantage other than price with the resulting negative impact on margins and profitability.
A recent iStart- Microsoft survey found that 80 percent of us have taken our business elsewhere because of bad experiences and a third using social media to vent their frustration.
And from the same survey 80 percent of business leaders surveyed believe that NZ business had an average to poor approach to customer satisfaction.
Bell and his team are focused on making the skills and methodology to develop a high quality customer experience available to business in a format that will give all businesses the opportunity to address this important area and improve financial performance across both online and brick and mortar customer experiences.
A 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.
Bell said that the Bloomberg survey highlights the fact that more businesses are starting to focus on customer experience. What we are focusing on is providing the programmes to ensure a successful outcome for those businesses that adopt this 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 Customer Experiences has just launched a unique free customer experience development guide as well as a free 30 minute consultation to ask questions and determine if a business is ready to capitalize on this opportunity. www.customerexperiences.co.nz
Chris Bell will be speaking and co-chairing this years national Customer Experience conference http://www.conferenz.co.nz/conferences/new-zealand-customer-conference
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