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A powerful formula for business success Extracts from Your people, Update February 2010 |
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How engaged is your team going into 2010? Do you have what you need in place to grow your productivity? We know our producvity performance has been lagging behind the OECD and we know, from a recent survey, that 57% of Kiwi employees are disengaged at work. Businesses are trying to compete in a world of sameness—where products are becoming increasingly bland and boring to consumers—which is having a huge impact on customer loyalty and resulting in price and margin pressures. With almost everything available at anytime to any person via e-commerce, it is becoming increasingly costly and difficult to be heard in a marketplace that has an ever increasing number of options. Rising business costs are als further eroding profitability, yet businesses still continue to try and conduct business as usual. The answer is to take a strategic approach that focuses on both employees and customers in a way that delivers increasing value. In return for greater involvement and loyalty. This new approach necessitates change in business focus, both from a leadership perspective and in the way employees and customers are priorities. Let’s be very clear—employees will never deliver a consistenctly great customer experience unless they area real part of that great experience, so putting people first must be a priority. From there, businesses can improve employee engagement and create the magic customers are looking for at the front counter. The customer experience formula |
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All prices are in NZ$ and exclusive of GST. While every effort has been made to ensure prices are correct Zapwall Group Ltd reserves the right to amend any information and adjust pricing accordingly. The information provided by this website is subject to change without notice. |
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INVOLVEMENT = ENGAGEMENT The more involved people are in the development and delivery of the customer experience, the more engaged they will be in the role they play in that experience. Involve everyone, because ultimately, everyone plays a part. |
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COMMITMENT = LOYALTY A committed team creates customer loyalty. Real customer loyalty is about building strong relationships. Trying to do so with gimmicks doesn’t work in the long term. From loyalty comes word of mouth—the most powerful form of advertising. |
