Not long ago in a less competitive and commoditised world the goal for many businesses was to “meet customer expectations”
Those organisations that had this as their goal committed to ensuring they could consistently deliver on their marketing promise. They developed processes, systems and service levels that delivered this outcome.
The difficulty in the adoption of this goal was that once competitors’ saw that as a result of having their expectations met customer loyalty grew it became increasing expensive to try and lure customers back.
So they adopted the same goal and very soon they too where meeting customers’ expectations resulting in the creation of what we call “the world of sameness” a world made up of predominantly copies and followers.
In today’s highly competitive and commoditised market just meeting customer expectations is no longer a viable goal. The bar has been raised. Exceeding customer expectations is what is now required and business is struggling with this challenge.
Our customer experience development strategy was created to deliver this new goal. Business now has a number of options to access this unique program including an online option www.customerextraining.com
In 2012 business must realise that in a world of excess, uniformity and repetition, people buy experiences, not products or services. When people feel good about their experiences, they will not only return but will tell their friends and many others via social media.