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

 


Great Employee Experiences = Great Customer Experiences


Great Employee Experiences = Great Customer Experiences

According to a study on Customer Experience Management by the Aberdeen Group, customer retention is 82% for companies with a high level of customer engagement practices versus 24% for laggard companies.

Research by Temkin Group, a leading market research firm shows that engaged employees are 3.5 times more likely than disengaged employees to do something good for the company that is unexpected of them, 3.5 times more likely to make a recommendation about an improvement, and 5.8 times more committed to helping their organisation succeed.

It’s this high level of employee engagement that produces high levels of customer retention in an increasingly competitive and commoditised market where customer loyalty is on the decline and customers are less likely to recommend a business due to inconsistent service experiences according to Chris Bell Managing Director of Customer Experiences.

Businesses will struggle in 2013 unless they adopt and commit to a strategy that improves the quality and consistency of their service experience says Bell.
Service is the new sales. Service is the new marketing. As the world automates, products will become more and more the same. The service experience is how business will differentiate in the market. Service is how you will make the next sale.

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

END


© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

Revenue Renewal: Tax Modernisation Programme Launched

Revenue Minister Todd McClay today released the first two in a series of public consultations designed to modernise and simplify the tax system. More>>

ALSO:

Scoop Business:
NZ Puts Seven New Oil And Gas Areas Put Up For Tender

A total of seven new areas will be opened up to oil and gas exploration under its block offer tendering system, as the New Zealand government seeks to concentrate activity in a few strategically chosen areas. More>>

ALSO:

Half Full: Dairy Payouts Steady, Cash Will Be Tight

Industry body DairyNZ is advising farmers to focus on strong cashflow management as they look ahead to the 2015-16 season following Fonterra's half-year results announcement today. More>>

ALSO:

First Union: Cotton On Plans To Use “Tea Break” Law

“The Prime Minister reassured New Zealanders that ‘post the passing of this law, will you all of a sudden find thousands of workers who are denied having a tea break? The answer is absolutely not’... Cotton On is proposing to remove tea and meal breaks for workers in its safety sensitive distribution centre. How long before other major chains try and follow suit?” More>>

ALSO:

Get More From Scoop

 
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news