Customer Experience in Post-Recession World

PRLog (Press Release) - Jan 18, 2010 -
Customer Experience in Post-Recession World

Sydney, Australia – 18 January, 2010

Customer experience is in an evolutionary state.

A survey commissioned by IQPC Australia found 49% of organisations will continue to focus on retaining their customers in 2010, in addition to broadening their customer acquisition strategies.

‘We need to do both to improve profitability and grow the business,’ says Andrea Shemmell, Head of Brand & Strategy, Australian Unity.

Quality customer experience is a crucial part of an organisation’s success as Australia heals from the economic recession. In order to remain competitive in an increasingly saturated market, the financial industry has a renewed focus on servicing their customers better.

“At NAB we are committed to doing the right thing by our customers, we are committed to communicating openly, transparently and giving them real choice. We do it because it's not only good for our customers; it’s also good for business. Whilst this may look like a retention strategy, we are also challenging non-NAB customers to consider us with our current market messages - "Change your bank. We are." So we organically acquire new business,” says Louise Long, Customer Experience Manager, NAB.

Hilton Hotels recently placed 7th in the Forrester Customer Experience Survey 2010 (CxPi), based on consumer evaluations across three areas: 1) meeting needs; 2) being easy to work with; and 3) enjoyability*. For Paul Hutton, General Manager, Hilton Sydney Food & Beverage Coordinator, Hilton Australasia, “Hilton Worldwide, believe that with a strong and successful team member culture, our teams in the 4 corners of the globe will deliver a consistent, hassle free, and personalised service, that the demanding business and leisure traveller is looking for today.”

IQPC’s Customer Experience 2010 event is designed to bring together industry leaders to explore how companies drive profitability through experience management, employee engagement and customer loyalty. Featuring customer experience presentations from Australia’s leading companies including St George Bank, NAB, Hilton Australasia, Vodafone Hutchison, Western Water, Medibank Private.

Join industry leaders at the IQPC’s Customer Experience 2010 in April to further enhance your knowledge of quality customer experience to give your business that missing edge.
Visit www.customerexperienceevent.com.au or call 02 9229 1000.

For media enquiries, interview requests or further information contact:
Chris Archer
IQPC Australia
Ph: (02) 9229 1045
Email: chris.archer@iqpc.com.au
Source:
* http://experiencematters.wordpress.com/2010/01/11/forrest...

Photo:
http://www.prlog.org/10493630/1