Customer Services Press Releases

A 2011 Bloomberg Businessweek 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.

There are two reasons the consistency and quality of customer service experiences are lacking in this country. One is we don’t involve the people who have the responsibility for delivering the service, and secondly we don’t have the knowledge to develop and implement a long-term strategic approach to customer experiences.

The recent RightNow survey found that 61 percent of New Zealanders removed their business from companies whose service didn’t meet their expectations.

No it’s not a typo; the only people that can be described as an asset to your business are the right people. The wrong people can bring your business to its knees.

A recent survey in the USA highlighted the fact that most organisations understand the value a customer experience strategy can add to a business. However, only 13 percent knew how to develop such a strategy.

It’s been a long time coming but it is here and it will increasingly be the difference between business growth, profitability and continual struggle. In a highly commoditised world with rapidly increasing competition the customer is now in charge and business is being continually judged on the quality of their customer experience.

For the first time in New Zealand business has available a detailed customer experience development manual.

This year has started with a high degree of uncertainty however there a number of areas that business can be very certain about according to Chris Bell Managing Director of Customer Experiences a company that specialises in the development of high quality customer experiences.

How many of your employees start their days struggling to get out of bed with this statement “I Hate My Job”?

They are unique people, difficult to find and keep if you are not providing the right supportive culture. If you have a customer service super star your competitors will know it and you can bet they will be doing all they can to encourage them to jump ship.

How would you like to lead or work for a business that has the following qualities?

There are a number of reasons why business is not delivering better quality customer experiences and in continuing tough business conditions, there has been little improvement according to Chris Bell Managing Director Customer Experiences, a company that specialises in customer experience development.

Some organisations are starting to improve their customer focus and look for more creative ways to add greater value to what they offer customers, but many still have a long way to go if the goal of consistently exceeding customer expectations is reached.

The quality of customer service is on the decline- not good news for service industries including those that will play a major role during the Rugby World Cup. This is according to Chris Bell, Managing Director of Customer Experiences a company that specialises in developing high quality customer experiences.