In today’s highly competitive environment businesses are finding it increasingly difficult to come up with sustainable competitive advantages. Everybody is closely watching each other and copying their every move.
Many companies are sourcing products from the same suppliers or
offering similar services. The difference in price from one business to
another is often minimal. As this world of sameness engulfs the
commercial world, it becomes more important for your business to stand
out from the crowd.
But how can you achieve this?
There is a secret all truly successful businesses have known since the
beginning of time. It is the secret of providing your customers with a truly memorable experience when they do business with you. As a result, people will not only keep coming back but, more importantly, they will tell others. It’s the
power of word of mouth marketing.
And it all starts with the experience your customer has while doing business with you.
Four Areas to Focus on –
1) Your people want to deliver great customer experiences. Don’t hold them back. Empower, motivate and reward great performance and your customers will reward you with greater loyalty and advocacy
2) When things are going well in business we rarely make changes. Don’t wait until your competitors’ are gaining market share. Remember a customer experience development process is an ongoing journey. That’s how you stay out in front.
3) Don’t follow the crowd. Today’s market is full of copiers and followers the result is a world of sameness’. Your people are innovative and creative. Capitalise on that unique competitive advantage by creating a culture that encourages that kind of thinking.
4) When things get tough start thinking about how you can add even greater customer value. Remember to focus on “value added” from the customers perspective.
Chris Bell- Customer Experience Expert