Developing a consistent quality customer experience is seen by the majority of organisations as too hard, in fact way to hard to even give it a go.
Most organisations understand the benefits of increased customer loyalty and customer recommendation, high employee engagement and reduced marketing costs. What’s impacting action is the disappointment businesses have experienced from giving it a go and not seeing the results according to Chris Bell Managing Director Customer Experiences a company that specialises in the development of quality customer experiences.
To create a powerful quality customer experience all a business needs to do is make the commitment according to Bell the rest is relatively simple.
The development of our seven step programme is where all the hard work has been done. Our research 7 years ago showed clearly that most businesses were not following a strategic sequential plan.
Many were looking for a quick fix, some magic software or a front-line customer service training workshop. The result was confusion and frustration from both employees and customers and ultimately a lack of long-term commitment and results.
Bell said that a lack of a long-term commitment to the development of a consistently delivered quality customer experience is the number one reason customer loyalty is on the decline, employee disengagement is increasing and productivity is amongst the highest in the OECD.
Customer Experiences has just gone one step further to make the process of developing a customer experience even easier through the release of an affordable fully supported customer experience development program online www.customerexperiences.co.nz
Bell said is he is no longer listening to those businesses that go on about a tough highly competitive economy unless they are clearly demonstrating a commitment to developing an employee and customer focused culture and a customer experience that delivers real customer value.
Profit and growth are stimulated primarily by employee and customer loyalty. Loyalty is a direct result of exceeding customer’s expectations. Exceeding customer’s expectations is largely achieved by the value of service provided to customers.
Value is created by your engaged, loyal, creative and productive people.
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