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The recent RightNow survey found that 61 percent of New Zealanders removed their business from companies whose service didn’t meet their expectations.
In 2009 over 2 billion dollars was spent on advertising according to the Advertising Standards Authority. However, it’s estimated that only 2 percent trusted advertising when choosing products and services based on a recent
49 percent trusted recommendations from friend, family or colleagues over all other forms of advertising.
It’s clear that if business spent more of those 2 billion dollars on the delivery of a higher quality customer experience company’s would be far better off according to Chris Bell Managing Director of
In tougher economic times business should be much more careful with their marketing spend.
It is clear from these statistics that a better quality customer experience and the resulting loyalty and recommendations that follow is a far more effective spend than advertising.
Today we live in the recommendation generation and the key to what gets recommended is the experience we receive as customers.
The organisations that understand this and have invested in a customer experience strategy are already leaving their competitors in their wake by created loyal advocates.
Part of the challenge for most organisations is a lack of knowledge to develop a long-term customer experience strategy. In a recent survey in the
Customer Experiences has just launched a customer experience development programme (CED) designed to give customer service/experience managers these skills and the on-going support most company’s require as they take an organisation through this process.