Standing Still Not an Option

Standing Still Not an Option………..

In business you have two options – you can stand still and struggle or continually develop ideas that will add greater value and grow this according to Chris Bell Managing Director Customer Experiences Ltd

It’s no different when you have a customer experience strategy in place.
Bell said the mistake that many organisations make is they developed a customer experience that is considered by customers to be “very good” and that’s as far as they go.

After a short period of time the “very good” customer experience is no longer working and the business can’t figure out why.

The first thing to understand is that in today’s economy “ very good” very quickly becomes the expected and we know just meeting customers expectations is no longer enough.
For employees it becomes boring, no excitement, no surprises and therefore the spark goes out of the delivery and staff just go through the motions.

According to Bell businesses need to be continually developing their customer experience and the best way to do this is have front-line people drive the process

There is no great customer experience, only a continually developing great customer experience driven by the passion, motivation and creativity of the people within the organisation.

If more businesses adopted this approach they would benefit in these three ways-
1) It keeps customers talking about you to others
2) It keeps customers coming back to see what else you have come up with
3) It keeps your people motivated to come up with ideas that surprise, excite and add greater value

If business is to seriously start growing the economy post recession they need to get away from this “price slashing “mindset and start to really focus on both their people and customers in a way that will increase employee engagement and add greater value.
In this kind of environment “standing still” is not an option.

ENDS

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