For most businesses this is the dream. Many can’t ever imagine it as a possibility. For a very few it’s a reality and they are just hoping their competitors never find out their secret.
A Bloomberg Businessweek survey revealed that “delivering a great customer experience” has become the new imperative: 80% of the companies polled rated customer experience as a top strategic objective. However, only 20% of these companies believe that they are actually doing a good job.
The fact of the matter is that many businesses have super stars. They are just not allowing them to shine. The company’s leadership, culture and focus are holding these people back and as a result what customers are receiving from frustrated super stars is inconsistency, disengagement and ordinary experiences according to Chris Bell, Managing Director of Customer Experience a company specialising in the development of quality customer experiences.
Passionate people with the skills and expertise to deliver quality customer experiences want to work with organisations that focus on them and their customers. These organisations are difficult to find despite all the rhetoric around the importance of the customer.
According to Bell businesses in the future will need to have one of four options if they are to continue to grow. Those four options are price- they will need to be the cheapest, exclusivity- have a product or service that their competitors don’t have, convenience – close and easy to deal with and the fourth a consistent quality customer experience.
To enable organisations to adopt the fourth and most profitable option Customer Experiences has made the process of developing a customer experience even easier through the release of a free customer experience development guide that includes a free 30 minute consultation with Chris Bell. www.customerexperiences.co.nz
Chris Bell will be speaking and co-chairing this year’s national Customer Experience conference http://www.conferenz.co.nz/conferences/new-zealand-customer-conference
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