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February Newsletter 2012
What’s Your Key Strategic Objective in 2012?
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.
We believe that those New Zealand businesses that adopt the same focus will establish a clear competitive advantage this year.
The reasons are clear. Most organisations that continue to focus on price as their only point of difference will face even stronger competition from larger businesses that are playing the same game and something has to give.
Even if a competitive price is a key part of your strategy this year you need to be aware that customer expectations have increased to a stage where they expect more than just a deal. Those that offer a deal and the experience will be in a far stronger position.
Employee disengagement continues to increase resulting in poor productivity levels and customer loyalty and advocacy continue to decline due to the quality of our current customer experience performance.
However, it’s not all gloom and doom this year. There is a tremendous opportunity, as the Bloomberg Business week survey suggests, to start right now to put together your unique customer experience strategy- a strategy that will become your sustainable competitive advantage if you follow and develop the key steps.
To encourage and assist business with this we have made available a FREE download of our 7 step Customer Experience Development guide. You can download your copy from our home page www.customerexperiences.co.nz .
In July 2011 we were involved with the first ever NZ Customer Experience Management conference and are pleased to announce that this conference will be held again in June this year. The fact that we are now having extensive two day conferences in this country clearly highlights the coming of age of Customer Experience Management (CEM) and its importance to future business growth and profitability.
In late 2011along with Dr Ian Brooks and Paul Linnell, we have become co founders of Customer Experience Management NZ (cemNZ) www.customerexperience.co.nz. This is an organisation designed to bring together New Zealand business and consultants working in the area of business development including Customer Experience and Customer Service development. Our aim is to provide knowledge, expertise and up to date information on an area of business that is moving and changing rapidly as technology opens up more channels for business to interact with customers.
The cemNZ Vision:-
cemNZis committed tobringing the business community together to build more successful businesses through a better understanding of the customer experience discipline. I encourage you, as we move into the New Year, to take a step back and have a good hard look at your current customer experience from your customer’s perspective.
Be very aware that your customers are becoming increasingly bored with what is the current “world of sameness”, a world that is increasingly bombarding us with deals on mass market goods and services, when what we are increasingly looking more for is an individualised tailored approach that will add real value.
Thank you for your continued support, we wish you all the best for 2012
Best Regards
Chris
View the Full February 2012 Newsletter here
View the Full December 2011 Newsletter here
View the Full October 2011 Newsletter here
View the Full May Newsletter here
View the Full October newsletter here
View the July newsletter here
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View the February newsletter here
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