Customer experience has never been so important for companies to differentiate themselves in a crowded marketplace. Customers are looking for more than just the products they buy, it’s now all about the experience that surrounds those products.
The Institute of Customer Service (ICS) firmly believes in the links between customer satisfaction, employee engagement, productivity, and business performance. Their research suggests that a one-point increase in employee engagement equals a 0.41 increase in customer satisfaction.
These 11 modules are designed to help create ongoing team engagement, increase competencies, and drive a better service for our customers. I hope you find them useful in developing a collaborative building team focused on serving our customers better.
Stuart Gibbard
Customer Experience Manager
What is customer experience?
Quite simply, it’s the sum of all the interactions that a customer has with a company over the life of that relationship. How our customers are left feeling will impact their decision on if they will do business with us again.
Customer experience can be said to be made up of three elements, or the 3 P’s:
Products
Processes
People
Only when we have these three elements aligned do we have the chance to deliver great customer experiences. Our 11 in 10 training focuses on the third P, our ‘People’.
But does it matter?
- Research by KPMG showed that companies that improve their customer experience see revenues increase by as much as 10-15%
- PwC found that 32% of customers will walk away from a brand they love after a single bad experience.
The Six Pillars
KPMG Nunwood’s research over eight years has showed that every outstanding customer relationship had a universal set of qualities. These qualities are known as ‘The Six Pillars’.
