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

 


Empower Your People to Deliver Great Customer Experiences

Media release

Empower Your People to Deliver Great Customer Experiences
Chris Bell

The rules of management are changing especially around the areas of customer service and customer experience delivery. Those that are slow to change will be at a clear disadvantage

Up until now control has been the number one tool for most managers. Managers have been using processes and procedures designed to control employee’s performance. This has given managers the ability to hold employees accountable and control performance uniformity.

In a customer focused culture a clear shift of power must take place if a consistent quality customer experience is going to be delivered. That doesn’t mean that processes and systems and accountability are thrown out the door. What it means is those processes and systems are developed and embraced to ensure a quality customer experience is consistently delivered.

Delivering a consistent quality customer experience is the result of a choice and that choice is made by the people delivering the experience. They have all the power. Everyday your people make choices that determine the experience your customers have with your organisation and the results of those choices directly impact your bottom line.

This choice just got more achievable with the introduction of a unique on-line customer experience development programme created by Chris Bell Managing Director of Customer Experiences a company specialising in the development of high quality employee and customer experiences www.customerexperiences.co.nz

When the main goal of an organisation is to deliver excellence across all customer touch points, procedures and process need to be flexible. The days of a business delivering a one size fits all model, have gone. Customers now want to accentuate their differences and are demanding a more individualised and tailored approach. This can only be delivered where high employee empowerment exists.

Creating a culture that invites, motivates and supports such performance is the way to deliver great customer experiences, experiences that then become the everyday behaviour throughout the organisation i.e. “the way we do things around here”.

Gaining commitment to a customer experience strategy and ensuring total engagement happens is the result of this statement – “your people support what they create”. Your people develop the strategy with management. This approach ensures not only support and commitment but the on-going development of the experience to ensure it continues to surprise, excite and add real customer value, resulting in greater customer loyalty and advocacy.

What managers can do to enhance this process is provide the resource, leadership, support and ensure they have the right people on board and then step back and let them deliver the magic.

END

Customer Experiences is a NZ based organisations specialising in the developing of high quality customer experiences. For further information – contact Chris Bell Managing Director Customer Experiences Ltd email chris@customerexperiences.co.nz www.customerexperiences.co.nz

© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

Sky City : Auckland Convention Centre Cost Jumps By A Fifth

SkyCity Entertainment Group, the casino and hotel operator, is in talks with the government on how to fund the increased cost of as much as $130 million to build an international convention centre in downtown Auckland, with further gambling concessions ruled out. The Auckland-based company has increased its estimate to build the centre to between $470 million and $530 million as the construction boom across the country drives up building costs and design changes add to the bill.
More>>

ALSO:

RMTU: Mediation Between Lyttelton Port And Union Fails

The Rail and Maritime Union (RMTU) has opted to continue its overtime ban indefinitely after mediation with the Lyttelton Port of Christchurch (LPC) failed to progress collective bargaining. More>>

Earlier:

Science Policy: Callaghan, NSC Funding Knocked In Submissions

Callaghan Innovation, which was last year allocated a budget of $566 million over four years to dish out research and development grants, and the National Science Challenges attracted criticism in submissions on the government’s draft national statement of science investment, with science funding largely seen as too fragmented. More>>

ALSO:

Scoop Business: Spark, Voda And Telstra To Lay New Trans-Tasman Cable

Spark New Zealand and Vodafone, New Zealand’s two dominant telecommunications providers, in partnership with Australian provider Telstra, will spend US$70 million building a trans-Tasman submarine cable to bolster broadband traffic between the neighbouring countries and the rest of the world. More>>

ALSO:

More:

Statistics: Current Account Deficit Widens

New Zealand's annual current account deficit was $6.1 billion (2.6 percent of GDP) for the year ended September 2014. This compares with a deficit of $5.8 billion (2.5 percent of GDP) for the year ended June 2014. More>>

ALSO:

Still In The Red: NZ Govt Shunts Out Surplus To 2016

The New Zealand government has pushed out its targeted return to surplus for a year as falling dairy prices and a low inflation environment has kept a lid on its rising tax take, but is still dangling a possible tax cut in 2017, the next election year and promising to try and achieve the surplus pledge on which it campaigned for election in September. More>>

ALSO:

Job Insecurity: Time For Jobs That Count In The Meat Industry

“Meat Workers face it all”, says Graham Cooke, Meat Workers Union National Secretary. “Seasonal work, dangerous jobs, casual and zero hours contracts, and increasing pressure on workers to join non-union individual agreements. More>>

ALSO:

Get More From Scoop

 
 
Standards New Zealand

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