Profit and growth are stimulated primarily by employee and customer loyalty. Loyalty is a direct result of exceeding customer’s expectations. Exceeding customers’ expectations is largely achieved by the value and quality of service provided to customers.
Value is created by engaged, loyal, creative and productive people.
Most organisations understand the benefits of increased customer loyalty and customer recommendation, high employee engagement and reduced marketing costs. What’s holding business back is the disappointment resulting from investments in current front-line training programs resulting in little customer service improvement according to Chris Bell Managing Director Customer Experiences a company that specialises in the development of quality customer service experiences.
Bell said that a lack of a long-term commitment to the development of quality customer service is the number one reason customer loyalty is on the decline, employee disengagement is increasing and productivity is amongst the lowest in the OECD.
Customer Experiences has just made the process of improving service levels easier through the release of an affordable fully supported customer experience development program online www.customerexperiences.co.nz
Research confirms that companies that provide exceptional service have a strong competitive advantage. Customers are prepared to pay higher prices, make additional purchases, are more loyal and recommend the business to others. All of this can be worth significant business growth and profitability.
A recent Colmar Brunton – David Foreman training survey found only 17 percent received training related to customer service in the last 12 months.
Service is the new sales. Service is the new marketing. As the world automates, products will become more and more the same. The service experience is how business will differentiate in the market. Service is how you will make the next sale.
Customer Experiences is an organisation specialising in the developing of high quality customer experiences. For further information – contact Chris Bell Managing Director Customer Experiences Ltd email firstname.lastname@example.org www.customerexperiences.co.nz mb 027 2792360