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

 


Free Business Development Programme Still Not Enough....

Free Business Development Programme Still Not Enough....

A free fully supported customer experience development programme is still not enough to get SMEs to focus on a significant business development opportunity according to programme developer and Managing Director of Customer Experiences Chris Bell www.customerexperiences.co.nz

It’s disappointing that more businesses have not taken the opportunity to use this free programme to develop what a recent Bloomberg business survey showed eighty percent of businesses rated as their top strategic objective and only 20 percent thought they were currently doing a good job.

The feedback from businesses that have taken advantage of this opportunity has been very positive especially as the programme comes with Bells support as they
work through the programme.

The number one issue holding most businesses back from learning more about the development of their customer service experience is complacency. Far too many businesses take an inside-out view of their performance in this area and conclude that they are doing a good job, however according to Chris Bell the story is very different when his evaluation team seek the same feedback.

The second reason businesses is having difficulty is you can't expect your employees to exceed the expectations of your customers if you don't exceed the employees' expectations of management.

Managers’ inability to at least meet their teams’ expectations is the number one reason for our high employee disengagement and high disengagement is another factor impacting the quality of customer experiences.

Tourism is still struggling to deliver a consistent, quality visitor experience across a visitors stay in this country. Retail is also struggling to develop an in-store experience that will deliver a uniqueness’s that internet shopping cannot.

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. Get it wrong and today many more will hear about it via those same social media channels.

END

© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

Revenue Renewal: Tax Modernisation Programme Launched

Revenue Minister Todd McClay today released the first two in a series of public consultations designed to modernise and simplify the tax system. More>>

ALSO:

Scoop Business:
NZ Puts Seven New Oil And Gas Areas Put Up For Tender

A total of seven new areas will be opened up to oil and gas exploration under its block offer tendering system, as the New Zealand government seeks to concentrate activity in a few strategically chosen areas. More>>

ALSO:

Half Full: Dairy Payouts Steady, Cash Will Be Tight

Industry body DairyNZ is advising farmers to focus on strong cashflow management as they look ahead to the 2015-16 season following Fonterra's half-year results announcement today. More>>

ALSO:

First Union: Cotton On Plans To Use “Tea Break” Law

“The Prime Minister reassured New Zealanders that ‘post the passing of this law, will you all of a sudden find thousands of workers who are denied having a tea break? The answer is absolutely not’... Cotton On is proposing to remove tea and meal breaks for workers in its safety sensitive distribution centre. How long before other major chains try and follow suit?” More>>

ALSO:

Get More From Scoop

 
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news