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

 


Six Reasons To Develop a Customer Experience Strategy


“Six Reasons Why You Should Develop a Customer Experience Strategy in 2013”

If you assume that what you have been doing in 2012 will be the best way forward in 2013, we urge you to think again for these six reasons.

1. Less than 1% of businesses are actively building relationships with their customers that lead to real loyalty and word of mouth referrals.

The majority are using gimmicks and gimmicks don’t build lasting customer loyalty

2. Less than 1% of businesses have a defined Customer Experience

The result is inconsistent customer experiences. A business will never build customer loyalty on the delivery of inconsistent experiences

3. Less than 1% of businesses understand how much damage an unhappy customer is doing to their business.

A Colmar Brunton survey found that on average a customer who is had a bad Customer Experience will tell on average 13 others directly and many more via social media

4. Less than 1% of businesses are actively capitalising on the creativity that exists internally.

Your people have ideas that will enhance your customer experience and give your business a sustainable competitive advantage


5. Less than 1% of businesses understand the vital part customer emotions play in a business interaction.

Think how you feel about organisations you do business with and the part those feelings play in your relationship on-going or otherwise

6. Less than 1% of businesses have a total focus on their customers.

In most cases, there is a greater focus on the business than on the value that could be added to every customer interaction.

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.
ends

© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

Housing: Affordability Drops 14%, Driven By Auckland Prices

Housing affordability across New Zealand fell 14 percent in the year ending November 2014, with Auckland’s lack of affordability set to reach levels it hit during the height of the global financial crisis, according to the latest Massey University Home Affordability Report More>>

ALSO:

The Dry: Fonterra Drops Forecast Milk Volumes By 3.3 Percent

Fonterra Cooperative Group, the worlds largest dairy exporter, reduced its milk volume forecast for the 2014-2015 season by 3.3 per cent due to the impact of dry weather on production in recent weeks. More>>

ALSO:

Strike: Lyttelton Port Workers Vote To Escalate Dispute

Members of the Rail and Maritime Transport Union (RMTU) at Lyttelton Port today voted to escalate their industrial action. Around 200 RMTU members have been operating an overtime ban since 17 December and today they endorsed a series of full withdrawals of labour at the port. More>>

ALSO:

Scoop Business: NZ Dollar Falls To 3-Year Low As Investors Favour Greenback

The New Zealand dollar fell to its lowest in more than three years as investors sold euro and bought US dollars, weakening other currencies against the greenback. More>>

ALSO:

Scoop Business: NZ Govt Operating Deficit Smaller Than Expected

The New Zealand’s government’s operating deficit was smaller than expected in the first five months of the financial year as a clampdown on expenditure managed to offset a shortfall in the tax-take from last month’s forecast. More>>

ALSO:

0.8 Percent Annually:
NZ Inflation Falls Below RBNZ's Target

New Zealand's annual pace of inflation slowed to below the Reserve Bank's target band in the final three months of the year, giving governor Graeme Wheeler more room to keep the benchmark interest rate lower for longer.More>>

ALSO:

Get More From Scoop

 
 
Standards New Zealand

Standards New Zealand
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news