Great Employee Experiences = Great Customer Experiences
According to a study on Customer Experience Management by the Aberdeen Group, customer retention is 82% for companies
with a high level of customer engagement practices versus 24% for laggard companies.
Research by Temkin Group, a leading market research firm shows that engaged employees are 3.5 times more likely than
disengaged employees to do something good for the company that is unexpected of them, 3.5 times more likely to make a
recommendation about an improvement, and 5.8 times more committed to helping their organisation succeed.
It’s this high level of employee engagement that produces high levels of customer retention in an increasingly
competitive and commoditised market where customer loyalty is on the decline and customers are less likely to recommend
a business due to inconsistent service experiences according to Chris Bell Managing Director of Customer Experiences.
Businesses will struggle in 2013 unless they adopt and commit to a strategy that improves the quality and consistency of
their service experience says Bell.
Service is the new sales. Service is the new marketing. As the world automates, products will become more and more the same. The service experience is how
business will differentiate in the market. Service is how you will make the next sale.
Customer Experiences has just made the process of improving service levels easier through the release of an affordable
fully supported customer experience development program online www.customerexperiences.co.nz
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