There is no doubt that developing a customer experience as away of gaining a competitive advantage is becoming very important for a lot of US organisations.
This needs to be a very important signal for NZ business. Our recommendations is – start today and be seen as a leader by both your customers and competitors
Here are some numbers: 86 percent of companies say customer experience is a top strategic priority for 2011; 76 percent seek to differentiate based on customer experience; 46 percent have a company-wide program for improving customer experience currently in place and another 30 percent are actively considering it; and 52 percent have a voice of the customer program in place, with close to 30 percent more actively considering it.
Chris Bell – Customer Experience Coach