Toasting Customer Experience Champions in 2016
After 14 years working with New Zealand businesses across a wide range of industries in the development of their customer experience the time has arrived to celebrate and acknowledge those business that are fully committed to the on-going development of their unique customer experience.
Incredibly, in 2003/4 when we launched Customer Experiences Ltd., I could not find anyone that knew anything about customer experience and the development of a business strategy based around a team and customer-centric culture. Twelve years later we are starting to see not only a greater understanding but a greater investment by forward thinking businesses in their customer experience.
There are many reasons for this uptake. Customers have more power, due to the sheer amount of choice - and a recent 2020 report that states “By 2020, customer experience will overtake price and product as the key brand differentiator.”
A Continual Improvement Focus
Even today in a much more competitive business environment I find it extremely rare to come across a business that is delivering a great customer experience but wants to do even better.
There is plenty of research that identifies “complacency” due to an “inside out” focus and the resulting self evaluation.
“Eighty percent of organisations think they are delivering a better customer experience - only eight percent of customers agree. (Bain & Company)
Many of the conversations I have with business back this up; which is why I listen much more carefully to what customers tell me about a business’s customer experience performance.
Trev Terry Marine
I am currently working with one of those very rare organisations to further develop the experience they deliver to their customers. Taupo based Trev Terry Marine already has a great reputation in the central North Island and increasingly around the rest of New Zealand as a leading marine retailer, but that’s not enough. This family based business believes that with the quality, committed team they have they can add even greater customer value via the experience they deliver across the organisation.
Complacency is not an option for the Trev Terry Marine team. They are fully aware that the day they sit down and think they are the best is the day they will find themselves in trouble.
So what’s driving the team to continually look for ways to get even better?. Let me share with you just one of those drivers, Passion. A team that is extremely passionate about boating and the pleasure and enjoyment that comes from being on the water.
As we all know when we are passionate about what we do it’s easy to share that passion and the Trev Terry Marine team do that extremely well with their customers.
The result of this commitment to both their team and customers is gaining Trev Terry Marine a national reputation for a quality customer experience. The impact that is having on both business growth and profitability is motivating continued investment in both team professional development and the creative ideas that flow from both within the business and from customers.
Customer Experience CHAMPION