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

 

Bad Day For Rope: Donaghys Job Losses Another Blow To Dunedin

The loss of 30 jobs from Donaghys rope and twine factory is yet another blow to the people and economy of Dunedin, says Dunedin South Labour MP Clare Curran. More>>

ALSO:

Oil: 2014 New Zealand Petroleum Summit

Simon Bridges: Our abundance of energy and minerals resources provides us with unique opportunities to build the New Zealand economy.

Over the past three years the Government has made significant changes to how the sector is regulated. More>>

ALSO:

WWF Report: Solutions In Reach; World Biodiversity Suffers Major Decline

Global wildlife populations have declined by more than half in just 40 years as measured in WWF's Living Planet Report 2014. Wildlife's continued decline highlights the need for sustainable solutions to heal the planet... More>>

ALSO:

Scoop Business: NZ Dollar Catches Breath After "Goldilocks" Slump

The New Zealand dollar edged up following its dramatic slump yesterday after the Reserve Bank confirmed speculation it intervened in the currency market last month and PM John Key suggested a “Goldilocks” level far lower than at present. More>>

ALSO:

Biosecurity: Kiwifruit Claim To Hold Officials Accountable For Psa

Kiwifruit growers have joined forces to hold Biosecurity NZ accountable in the courts for its negligence in allowing 2010’s Psa outbreak that devastated New Zealand’s kiwifruit industry and exports. Foundation claimants representing well ... More>>

ALSO:

Poison: Anglers Advised Not To Eat Trout In 1080 Areas

With the fishing season opening in just a few days (1 October 2014), anglers are being warned by the Department of Conservation(DOC) not to eat trout from pristine backcountry waters and their downstream catchments, where the department is conducting 1080 poisoning operations. More>>.

ALSO:

Get More From Scoop

 
 
Computer Power Plus

Standards New Zealand

Standards New Zealand

Mosh Social Media
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news