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Your Competitors Love Your Poor Customer Experience

Your Competitors Love Your Poor Customer Experience

A recent RightNow survey found that sixty percent of customers changed suppliers due to poor experiences.

Everyday organisations are actively creating customers for their competitors and in many cases have little idea they are doing it.

According to Chris Bell Managing Director of Customer Experiences a company that specialises in the development of high quality customer experiences most SMEs don’t have a defined customer experience strategy in place and therefore are delivering experiences that are driving customers away.

This makes it even easier for organisations that are continually working on their customer experience performance, to grow and increase profitability as well as saving on marketing costs.

Bell said when you combine poor customer experience performance from competitors with the power of customer word of mouth, your marketing costs reduce along with other related costs including low staff turnover due to high levels of employee engagement.

Customer Experiences only works with organisations that make a full commitment to a long-term customer experience strategy. Unfortunately too many businesses are talking the talk or waiting for some kind of quick fix. The fact is that there is not a quick fix. Steve Jobs said it best “start with the customer experience and work back towards technology not the other way around”

In 2014 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.


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