Speed of competitor replication and the advancement of technology means that competitive advantage through product differentiation is rarely able to be maintained for long enough to drive significant market share growth.
This increased “Commoditisation” means that key to the success of any business will be how you can engage with your customers to continually exceed their expectations through every “touchpoint” or “moment of truth”. Whilst your product may be replicated, your people and the Customer Experience they provide can be a real source of competitor advantage and drive growth.
We have all experienced examples of both great and terrible customer experiences. Your brand rises or falls on the strength of these stories. A brand, product or company is no more than the accumulation of your customers experiences which creates the perception of it. As such the total brand experience across all ‘moments of truth’ will determine if a customer will buy and become an advocate or pass and become willing to spread through word of mouth negative perceptions of your company or product.
At Pinpoint Management Training we understand these dynamics and are experienced in working with companies to identify and develop a Customer Experience strategy. We provide a total solution ensuring that the Customer Experience becomes a key part of your organisational culture. We ensure it is integrated at all levels supported by your processes and CRM programmes. Moreover we design and implement the change programmes, training interventions, measurement criteria and support necessary to ensure your people are fully inspired and equipped to provide a Great Customer Experience.