The factor that stands one business out from another is “The choice employees make every day regarding the quality of customer experience they will deliver”
According to Chris Bell Managing Director of Customer Experiences a company that specialises in the development of high quality customer experiences.
Bell says everything a business does will have a positive or negative impact on that choice. What business still doesn’t realise is this fact, resulting in an ordinary, annoying or frustrating customer experience plus another customer that won’t be back and 8-10 other people will hear about it directly and many more via social networking and other internet options.
Bell said it’s critical that this situation improves across all industries especially tourism and related service sectors, before the 2011 Rugby World Cup.
Bell said one of the issues holding back improvements in this area is the lack of expertise to develop and implement a long-term customer experience strategy and the continued use of outdated quick fix methods like customer service training workshops conducted in isolation of any defined customer experience strategy.
Bell has some advice for those businesses contemplating the development of a customer experience strategy and that is –don’t start unless you are totally committed to a long-term approach. A lack of a long-term commitment will do more damage to your business both internally and with your customers than not doing anything at all.
Bell said he has seen too many businesses make a big fuss out of going down this track only to see it fizzle out after only a short period with the resulting loss of credibility and reputation.
Further information – chris@customerexperiences.co.nz www.customerexperiences.co.nz
