Introducing Simon Leitch: The Visionary New CEO Shaping the World of Customer Experience

For Immediate Release: 5th June 2017
Auckland, New Zealand

Market Pulse International (MPI) reinforces its international leadership in Customer Experience (CX) insights and strategy with the appointment of Simon Leitch as CEO.

The growing attention CX is gaining, means businesses are increasingly investing in ways to boost their capabilities in this area. In response to this, MPI is strengthening its CX insights and strategy offering with the new expertise Leitch brings to the business.

This strategic assignment uses Leitch’s proven ability to deliver world class sales and marketing results. His experience is gained from sales and marketing leadership roles at Icebreaker, New Image, Yellow Pages and Fonterra. These enable Leitch to bring a deeper understanding of how to deliver outstanding CX in both B2C and B2B environments.

Say Leitch, “Smart businesses know that ultimately, the value of a business lies in its customers and that they are a business’ most important asset. Yes, other assets contribute to the business. The product itself and, of course, the employees who create, sell and service it. But the overwhelming majority of revenue, probably more than 95%, will be generated by customers. This means that the most important component of maximizing business profitability comes from delivering great CX.

For a business to deliver this, tools for real-time CX monitoring and management are vital for improving the customer experience. This arms the sales and marketing teams with the ability to track experiences and remedy performance problems when they occur.”
MPI is partnering with clients to use these tools with an understanding of the larger customer context. Every experience matters, but some are more important than others. Understanding which experiences will impact long term and which are short lived is critical.
Getting the balance right between strategy and tactics is something Leitch feels strongly about. “Strategy creates long term customer behaviour. But without effective tactical implementation, like putting customers on the right plan, or making it easy to find the right product, strategy is pointless.
On the other hand, too much focus on tactics at the expense of building customer relationships is very short term. Fixing every problem might not really be a wise investment. It means we fail to see the bigger picture and doesn’t actually build the business. Tactics must be informed by strategy”.
Knowing the strategic insights that effect this balance is critical. This requires taking a step back and realising that CX is more than the simple sum of each interaction. Focusing on the broader objective: driving maximum value for the business is what Leitch seeks to bring to MPI’s clients.
With an enviable and growing line up of clients that include many of New Zealand’s global power house brands, it is clear that MPI is bringing the best of CX insight and strategy to help businesses lead the way here in New Zealand.

For further information, visit the Market Pulse website www.marketpulse.biz
Or email Market Pulse International at info@marketpulse.biz,
Telephone +64 9 623 2999

Ends

Market Pulse International is a CX insight and strategy company

PO Box 8607, Symonds St, Auckland, New Zealand

This release was published on openPR.