Why Would You......?
At the start of each year we sit down and take a look at where we are at, where we want to be at the end of 2011 and our long-term goals.
During this process nothing is taken for granted everything and anything is up for scrutiny.
One of the questions we ask every year is “why would you want to put in place a long-term customer experience strategy”?.
For most organisations improving the quality of their customer experience is a big undertaking because for it to be successful it must include everyone in the organisation.
The reason we ask the question is to make absolutely sure that in a challenging economy our strategic approach to the development and implementation of a high quality customer experience is still leading edge and completely relevant to the organisations we will be working with this year.
What I would like to share with you is the process we went through this year when that question was asked, including the six key actions required to gain the maximum benefit for your business.
May I suggest that once you have checked this out, ask yourself this question- do I have those key actions in place in my business and if not am I prepared to commit to these actions.
Your answer will determine the growth and profitability of your business this year.
Why Develop a Customer Experience Strategy?
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Key Actions |
Outcomes |
Business Benefits |
Financial Benefits |
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1) A Leadership committed to a long-term strategic approach to a customer experience |
· An employee & customer centric culture |
· Greater employee engagement · A reduction in staff turnover · Reduced recruitment costs · The ability to attract the right people |
· Increased Productivity · Retain expertise · Reduced recruitment costs · Saves time/money |
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2) Right people in the right seats |
· Motivated people committed to playing their role in a continually improving customer experience |
· Increased productivity · A more dynamic environment · A better team environment |
· Growth/Profitability/Less cost · Fresh & innovative ideas · Reduced recruitment costs · Better people/experience fit |
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3) Getting the priority right- Your people are number one your customers number two |
· Your employee experience will be aligned to your customer experience. |
· involvement = greater engagement · engagement = greater commitment · commitment = greater loyalty · loyalty = greater productivity |
· Greater productivity = growth Profitability & cost reductions |
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4) A defined customer experience |
· The consistent delivery of a clearly defined customer experience that is the result of input from every part of the organisation |
· Consistency leads to customer loyalty · Increased customer recommendation · Greater employee commitment |
· Repeat purchase value · Incremental value · Strategic value · Advocacy value |
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5) Skill development support to ensure a consistent customer experience performance |
· A programme of skill development opportunities that are directly linked to an organisations vision, defined customer experience, touch points, service standards and measurement systems |
· Greater employee loyalty · A greater commitment to individual professional development · Reduced customer churn · Less customer complaints & negative word of mouth · Stronger customer/business relationships |
· Higher engagement · Increased expertise · Growth/Profitability · Reduced recruitment costs · Increased customer loyalty |
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6) Capitalising on your creativity |
· The ability to capitalise all the creativity that exists within an organisation is one of today’s greatest competitive advantages |
· A total customer focus · A continually improving customer experience · The ability to involve and recognise everyone |
· The ability to increase loyalty · Increased employee engagement · A sustainable competitive advantage |
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www.customerexperiences.co.nz contact – chris@customerexperiences.co.nz
mob 0272792360