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 survey.
82 percent trusted recommendations from friend, family or colleagues over all other forms of advertising.
It’s clear that if business spent more of that 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 Customer Experiences a company that designs high quality employee and customer experiences.
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 USA only 13 percent of executives said they knew how to develop and implement a customer experience strategy.
Customer Experiences has just launched a unique customer experience development programme (CED) designed to give customer service/experience managers the skills and on-going support most company’s require as they take an organisation through this process.
For further information firstname.lastname@example.org mb 027 2792360 www.customerexperiences.co.nz