Business leaders are starting to realise that there is nothing more powerful than a totally committed organisation that is completely focused on both its people and customers. The problem is that there are not many of these organisations around.
This is about to change according to Chris Bell Managing Director of Customer Experiences a company specialising in the development of high quality customer experience strategies and founding Director of CEMNZ a professional body dedicated to promoting, encouraging and supporting excellence in customer care.
is launching a customer experience development programme (CED) that has been 7 years in the making and is unique both in its approach and content.
Research shows that there are no shortages of businesses that understand the long-term benefits and value a customer experience strategy can add in an increasingly commoditised world. The challenge is the lack of expertise to develop such a strategy and this is where CED comes in.
This unique programme is based on an important discovery made in his early days of working with organisations to develop customer experiences and that is-
“We are better and learn faster if we develop a high quality customer experience for another business- one we are familiar with as a customer. Doing this first makes it easier to then use the same process and apply it to our own business”
Seven years of development around this approach has lead to the launch of the CED programme. Programme details are at
said that business must start paying attention to the research regarding business performance in this area. Statistics like high employee disengagement, low productivity, increasing marketing costs, declining customer loyalty and advocacy, the focus on price in an increasingly commoditised world and, most importantly, the impact all of these factors have on financial performance.
believes that there is no doubt future business success will be directly aligned with the quality and consistency of the employee and customer experience offered by a business.
CED has one goal and that is to grow an organisations customer loyalty and advocacy. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of exceeding customers’ expectations. Exceeding customers’ expectations is largely achieved by the value of services provided to customers. Value is created by engaged, loyal and productive employees.
For further information mb 0272792360