Business leaders are starting to realise that there is nothing more powerful than a totally committed organisation that is completely focused on both its people and customers. The problem is that there are not many of these organisations around.
This is about to change according to Customer Experience Management NZ (cemNZ) co-founders Chris Bell and Paul Linnell www.cemnz.org.nz a professional body dedicated to promoting, encouraging and supporting excellence in customer care. Membership is free.
cemNZ is launching a customer experience development programme that includes a one day workshop designed to give delegates’ the knowledge, skills and confidence to use A unique programme designed by Bell to develop their sustainable customer experience strategy. Workshop delegates’ will be limited to twenty. During the day participants will have the opportunity to have one-on-one meetings with Paul Linnell to discuss challenges they may see in implementing this programme within their organisations.
Research shows that there are no shortages of businesses that understand the long-term benefits and value a customer experience strategy can add in an increasingly commoditised world. The challenge is the lack of expertise to hcg wert develop such a strategy and this is where the cemNZ programme will play a significant role.
Bell said that New Zealand businesses must start paying attention to the research regarding business performance in this area. Statistics like high employee disengagement, low productivity, increasing marketing costs, declining customer loyalty and advocacy, the focus on price in an increasingly commoditised world and, most importantly, the impact all of these factors have on business growth and financial performance.
Linnell believes that there is no doubt future business success will be directly aligned with the quality and consistency of the employee and customer experience offered by a business.
The customer experience development programme has one goal and that is to grow an organisations customer loyalty and advocacy. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of exceeding customers’ expectations. Exceeding customers’ expectations is largely achieved by the value of services provided to customers. Value is created by engaged, loyal and productive employees.
Workshop details and registration – http://www.cemnz.org.nz/Workshops.htm
For further information firstname.lastname@example.org mb 0272792360