Media Release Aug 2011
Business is not Focused on Their Customers
The sooner business starts focusing on the customer experience they consistently deliver the more profitable they will
be. The quality of the experiences a business delivers will dictate the future behaviour of customers, not just their
future buying behaviour but the influence their comments about your customer experience will have on the buying
behaviour of others.
Business does have a choice and that choice is even more important in today’s highly competitive market according to
Chris Bell Managing Director of Customer Experiences a company that specialises in the development of high quality
customer experience.
Bell said the choice is simple. A business can continue to deliver an inconsistent customer experience, one that varies
little from a competitor and at best results in a satisfied customer. Or, they can make the commitment to put in place a
customer experience strategy that will become a sustainable competitive advantage.
Bell said that although the choice is simple, a recent survey found that only 13 percent of respondents knew how to
develop and implement such a strategy.
This expertise and knowledge is now available to New Zealand business via a unique customer experience development
programme (EDS) just released by Customer Experiences.
Bell said EDS was designed to give a customer experience leader within an organisation not only the skills but on-going
support as they work through key parts of the strategy.
Business is starting to understand that the “quick fix” approaches in the customer service area of a business doesn’t
work and in many cases cause even greater frustration for both front-line employees as well as customers.
The focus for business today must be to ensure that the choice made by front-line employees regarding the quality of
experience they will deliver is the right one and that doesn’t happen just by telling people to smile or be more
helpful. It will only happen when those people are a part of a culture that is totally focused on them and their
customers.
ends