Imagine if your business was not just known for what it’s currently known for-being just another cafe or just another shoe store. Imagine if your business had a reputation for being a cafe or a shoe store plus, in a highly commoditised world that we call “the world of sameness” a world of copiers and followers.
What’s the plus?
The “plus” being the quality and uniqueness of the customer experience developed and consistently delivered, a customer experience that is difficult for your competitors to copy and is subject to on-going development that keeps surprising and motivating customers to return and recommend to others.
Why do it?
Standing out from the crowd by exceeding customers’ expectations is no longer a pipe dream, it is rapidly becoming a requirement for future business growth and profitability according to the Walker Customer 2020 report “by 2020 customer experience will overtake price and product as the key brand differentiator.”
A Powerful Customer
There is no doubt that we have entered the age of the customer. Today’s customer is more powerful than they have even been due to the sheer amount a choice now available and the opportunity to voice their opinions both positive and negative regarding the experiences they have with businesses across a far wider audience via social media.
You can do it
The great news is that business now has at its disposal a clear customer experience development plan that will deliver “the plus” factor and distance a business from those copiers and followers.
The fact of the matter is that in today’s business world almost everything can be copied by a competitor except for two vital areas- the business culture you create and the people that work within that culture.
The development of a team and customer centric culture is the foundation for ensuring a business attracts the right people to develop and deliver a unique customer experience. The right people want to work in business cultures that allow and encourage them to be the best they can possibly be.
Ensure Team Engagement
Team disengagement is one of the key reasons businesses currently have difficultly delivering consistent, quality customer experiences.
One of the key advantages of our unique customer experience development programme is it is based around this statement “your people support what they create”. This approach is key to developing team engagement.
The Path to Customer Experience Excellence
The 2014 Temkin Experience Ratings show that most companies have a long way to go before they reach the highest levels of customer experience maturity. Although any company can improve narrow segments of its customer experience, creating lasting differentiation requires more than just strong ambitions and superficial changes. Temkin’s research shows that long-term success requires companies to build and sustain four customer experience competencies-
• Purposeful Leadership
• Employee Engagement
• Compelling Brand Values
• A Customer Centric Culture
Customer Experiences is a NZ based organisations 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