Excuse me you couldn’t recommend a company that fixes……… a recent Right Now customer survey found that 93 percent of us act on a customer’s recommendation over all other forms of advertising.
The question that many businesses find difficult to answer according to Chris Bell Managing Director of Customer Experiences a company that specialises in the development of quality customer experiences is how many of their customers are recommending them?
The question Bell has for business is if customer recommendation is so powerful why aren’t more businesses putting more of a focus on the development of their customer experience to ensure more customers recommend them?
The answer to these questions according to Chris Bell are that business is not aware just how marketing savvy customers have become regarding marketing that over promises and under delivers. To avoid more disappointment customers are increasingly relying on customer feedback and recommendation.
The second point is that most businesses would have no idea what their customers are saying about them good or bad because they have no measurement system in place.
Social media is certainly playing an important role in highlighting the power a customer’s voice now has. In a recent business evaluation attitudes changed and action was almost immediate when I mentioned the damage I could do to the business via my face book page if the problem wasn’t sorted out to my satisfaction said Bell
In a highly competitive economy where customers are overwhelmed with choice business must understand the power has shifted. The standard has gone from just meeting customers’ expectations to now finding ways to exceed those expectations and the way to do that is to adopt and committed to developing a high quality consistently delivered customer experience.
Customer Experiences has 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