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

 

Keep Digging: Seabed Ironsands Miner TransTasman Tries Again

The first company to attempt to gain a resource consent to mine ironsands from the ocean floor in New Zealand's Exclusive Economic Zone has lodged a new application containing fresh scientific and other evidence it hopes will persuade regulators after their initial application was turned down in 2014. More>>

Wool Pulled: Duvets Sold As ‘Premium Alpaca’ Mostly Sheep’s Wool

Rotorua business Budge Collection Limited (Budge) and sole director, Sun Dong Kim, were convicted and fined a total of $71,250 in Auckland District Court after each pleading guilty to four charges of misrepresenting how much alpaca fibre was in their duvets. More>>

Reserve Bank: Labour Calls For Monetary Policy To Expand Goals

Labour's comments follow a speech today by RBNZ governor Graeme Wheeler in which Wheeler sought to answer critics who variously say he should stop lowering interest rates, lower them faster, or that inflation-targeting should no longer be the primary goal of the central bank's activities. More>>

ALSO:

BSA Extension And Sunday Morning Ads: Digital Convergence Bill Captures Online Content

Broadcasting Minister Amy Adams has today announced the Government’s plans to update the Broadcasting Act to better reflect today’s converged market... The Government considered four areas as part of its review into content regulation: classification requirements, advertising restrictions, election programming and contestable funding. More>>

ALSO:

March 2017: Commerce Commission Delays Decision On Fairfax-NZME

The Commerce Commission has delayed its decision on the proposed merger between NZME and Fairfax Media's New Zealand assets, saying the deal is complex and it needs more time to assess the impact on both news content and the advertising market. More>>

ALSO:

Plan Plan: Permanent Independent Hearings Panel Proposed For Planning

The Productivity Commission recommends creating a permanent independent hearings panel like the one that cut through local politics to settle Auckland’s Unitary Plan, for the whole country. More>>

ALSO:

Statistics: NZ Jobless Rate Falls To 5.1% Under New Methodology

New Zealand's unemployment rate fell more than expected in the second quarter as Statistics New Zealand adopted a new way of measuring the labour market to bring the country in line with international practices, and while a growing economy continued to support jobs growth. More>>

ALSO:

Get More From Scoop

 
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news