In today’s highly competitive and commoditized market business has two choices; continue to struggle in a “world of sameness” where the focus is on price as the only differentiator or develop a unique customer experience that delivers greater value resulting in increase loyalty and advocacy.
For those that choose the latter the opportunity has just got more achievable due to the launch of a unique free customer experience development programme by Chris Bell Managing Director of Customer Experiences Ltd a company that specialises in the development of quality customer experiences.
The seven step programme has been used to develop customer experience strategies across a wide range of businesses and industries from retail to freight logistics and is now available free online at www.customerexperiences.co.nz
Recent research has shown that 61 percent of customers took their business elsewhere due to the quality of the customer experience and many more businesses are under increasing pressure due to reduced margins as they battle it out on price rather than looking for ways to add customer value.
A recent Bloomberg Business week survey revealed that “delivering a great customer experience” has become the new imperative: 80% of the companies polled rated customer experience as a top strategic objective
However, only 20% of these companies believe that they, themselves, are actually doing a good job.
In 2013 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.
Chris Bell is the Managing Director of Customer Experiences a business committed to building successful businesses through the development of high quality customer experiences. www.customerexperiences.co.nz 027 2792360 firstname.lastname@example.org