Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search

 


Customer Experience the Vital Piece of the Business Puzzle


Customer Experience the Vital Piece of the Business Puzzle

Business is still not making customers their number one priority and as a result a concerning trend is developing that has the potential to significantly impact business performance.

Business is viewing the improvement of a customer experience strategy as a reactive task. A task that reluctantly must be contemplated when all else fails, rather than a critical part of a successful business plan according to Chris Bell Managing Director of Customer Experiences a company specialising in the development of quality customer experiences.

As businesses face increased competition, pressure on price and a decline in customer loyalty they are reluctantly concluding that a need to refocus their attention on the customer and the quality and consistency of the experience is what is possibly required.

This reactive response is not only making the task that much more difficult, it’s starting to be seen by customers for what it is, a “have to do” rather than a proactive genuine desire to put the customer first.

In today’s highly competitive and commoditised world, businesses without a customer experience strategy as part of a business plan will struggle. A customer experience strategy impacts every area of a business not just the service quality delivered at the front counter.

One of the reasons businesses have not contemplated the development of their customer experience is the lack of know-how.
As a result businesses have tried to improve just some of the immediate areas within their business that are not performing.
One example has been the reactive response to customer complaints as a result of poor service levels. The response has been to send their front-line people on a customer service training workshop to improve their customer service skills.

We know from the evaluations we have carried out that this approach at best only delivers short term results and is very much a cost rather than an investment and in many cases is viewed as punishment by those involved rather than a skill development opportunity.

Research confirms that companies providing exceptional service have a strong competitive advantage. Customers are prepared to pay higher prices, make additional purchases, are more loyal and recommend the business to others. These benefits can boost a business’s bottom line significantly.
In today’s market the customer has all the power, a result of the huge amount of choice now available.
What proactive businesses are focusing on is using the development of their unique customer experience to enable them to stand out from the crowd rather than just to be in the game.


In 2013 business must realise that in a world of excess, uniformity and repetition, people buy experiences, not products or services. When people feel good about their experiences, they will not only return but will tell their friends and many others via social media. Get it wrong and today many more will hear about it via the same social media channels.

Customer Experiences has just made the process of improving service levels easier through the release of an affordable fully supported customer experience development program available online www.customerexperiences.co.nz

END


© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

Wood Producers: Crisis In New Zealand Log Supply

New Zealand wood processing leaders held a hui with senior government officials and political leaders in Whangarei yesterday to assess the acute log supply shortage to local mills in Northland. More>>

Consents And Taxes: Trustpower 'Very Disappointed' With Judgement

Trustpower is "very disappointed" with a Supreme Court ruling dismissing its bid to claim tax deductions on $17.7 million of project costs in a case closely watched by large-scale infrastructure developers. More>>

ALSO:

Fruitful Endeavours: Kiwifruit Exports Reach Record Levels

In June 2016, kiwifruit exports rose $105 million (47 percent) from June 2015 to reach $331 million, Statistics New Zealand said today. Overall, goods exports rose $109 million (2.6 percent) in June 2016 (to $4.3 billion). More>>

ALSO:

Economic Update: RBNZ Says Rate Cut Seems Likely

The Reserve Bank will likely cut interest rates further as a persistently strong kiwi dollar makes it difficult for the bank to meet its inflation target, it said. The local currency fell. More>>

ALSO:

House Price Action Plan: RBNZ Signals National Lending Restrictions

The central bank wants to cap bank lending to property investors with a deposit of less than 40 percent at 5 percent and restore the 10 percent limit for owner-occupiers wanting to take out a mortgage with a deposit of less than 20 percent, according to a consultation paper released today. More>>

ALSO:

Get More From Scoop

 
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news