Its Time For REAL Change

How your business performs in 2009 will be largely determined by the decisions you make now.

You have two choices. You can continue to buy into the current gloom and doom or you can take a good hard look at your business, especially the experiences you are delivering to both your people and customers.

The days of more.…. paying lip service to the importance of both customer service and loyalty are over. You may have been able to get away with your current level of performance in better times, those days are now long gone.

Survey after survey show that business is still rating its performance higher than their customers do, in some cases much higher.

Just look at how customer loyalty is perceived in the minds of business, most so called loyalty programmes are based around gimmicks. We seemed to have forgotten that real customer loyalty is based on building strong relationships, not Fly Buy points and free cups of coffee.

In March this year a Hudson survey found that 50 percent of employees surveyed were either thinking about looking for a new job or actively looking for one.

This may have changed in a number of industries due to a tightening labour market; however, the results of this survey are disturbing. What it’s telling us is that a large number of employees are not happy in their current employment and unhappy employees don’t deliver consistently great customer experiences.

The great news is that we have some great example of businesses that are taking the time to focus on their customers and build real loyalty. One of these is major South Island Tourist operator Real Journeys

The Real Journeys business has been built on the delivery of high quality service and a genuine desire to find ways of adding greater value to the customer experience.

For the first time ever we handed out our first 10 score to Real Journeys for their over night trip in Doubtful Sound Fiordland and further more so did the other 61 tourist I was sharing the trip with.

When we talk about delivering a “world-class experience” that can be hard to define. This is no longer the case when we have operators in our Tourism Industry like Real Journeys.

Chris Bell is managing director of Customer Experiences; a company that specialises in helping businesses improve the way in which they interact with customers and clients. Click here to contact us.

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