Develop a Sustainable Competitive Advantage in 2016

Develop a Sustainable Competitive Advantage in 2016

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 reality is that there are not many of these businesses 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 co- founding Director of CEMNZ www.cemnz.org.nz a professional body dedicated to promoting, encouraging and supporting excellence in customer care.

Bell is launching a customer experience development programme that’s unique both in its approach and content.

Research shows that there are no shortages of businesses that understand the long-term benefits a customer experience strategy can add in an increasingly competitive and commoditised world. The challenge is the lack of motivation and expertise to develop such a strategy and this is where the programme comes into play.

This unique programme is based on an important discovery Bell made in his early days of working with organisations to develop customer experiences and that is-

Three key areas of business must come together to ensure a business fully capitalises on any investment in a customer experience strategy. They are-

1) A committed leaderships

2) A team and customer focused culture

3) The right people sitting in the right seats

Bell 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.

Bell believes that there is no doubt future business success will be directly aligned with the quality and consistency of the employee and customer experience consistently delivered by a business.

This approach 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.

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