A recent international business survey found that only 13 percent of corporate organisations knew how to develop and implement a customer experience strategy within their business. The same survey also found that 83 percent of respondents understood the positive value such a strategy could add to their business.
For the first time New Zealand business has the opportunity to lead the rest of the world in the development of what has been describe by Customer Experience Coach Chris Bell Managing Director of Customer Experiences as the 2011 sustainable competitive advantage , a customer experience strategy
Chris Bell has just release a customer experience manual that details his unique 7 step development system. Bell said that to his knowledge no one in New Zealand even has a customer experience development system. The team at Customer Experience has been successfully using this development system with a broad range of New Zealand businesses over the last six years.
As a Christchurch based business Bell was motivated to complete this manual so that local organisations effected by the earthquake could step back evaluate the customer experience they were delivering before the quake and understand how they could significantly improve their business in what will be a challenging environment for the next few years.
Bell said a 2010 survey carried out by USA research company Temkin Group found 8 out of 10 respondents think that customer experience will be more important in 2011 than it was in 2010, 88 percent of respondents reported positive results from their customer experience efforts in 2010.
New Zealand is behind many of our trading countries according to Bell in their knowledge, expertise and the results that come from an employee and customer centric business culture including our vital tourism industry that has a goal to be delivering “a world class visitor experience” by 2015. Bell believes they still have along way to go partly due to the lack of expertise in the area of visitor experience development.
To download a copy of the customer experience development guide visit www.customerexperiences.co.nz
For further information contact Chris Bell firstname.lastname@example.org mb 0272792360