A free fully supported customer experience development programme is still not enough to get SMEs to focus on a significant business development opportunity according to programme developer and Managing Director of Customer Experiences Chris Bell www.customerexperiences.co.nz
It’s disappointing that more businesses have not taken the opportunity to use this free programme to develop what a recent Bloomberg business survey showed eighty percent of businesses rated as their top strategic objective and only 20 percent thought they were currently doing a good job.
The feedback from businesses that have taken advantage of this opportunity has been very positive especially as the programme comes with Bells support as they work through the programme.
The number one issue holding most businesses back from learning more about the development of their customer service experience is complacency. Far too many businesses take an inside-out view of their performance in this area and conclude that they are doing a good job, however according to Chris Bell the story is very different when his evaluation team seek the same feedback.
The second reason businesses is having difficulty is you can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.
Managers’ inability to at least meet their teams’ expectations is the number one reason for our high employee disengagement and high disengagement is another factor impacting the quality of customer experiences.
Tourism is still struggling to deliver a consistent, quality visitor experience across a visitors stay in this country. Retail is also struggling to develop an in-store experience that will deliver a uniqueness’s that internet shopping cannot.
In 2014 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. Get it wrong and today many more will hear about it via those same social media channels.
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.cemnz.org.co.nz firstname.lastname@example.org www.customerexperiences.co.nz 027 2792360