Studies have shown that 3 in 5 customers are willing to try a new brand or company for a better service experience, 9 out of 10 would be willing to pay more for exceptional service and more than 80% would quit doing business with a company because of a bad customer experience. It’s no secret that good service equals good business. That’s why many companies are looking for ways to transform their customer experience and make delivering exceptional service their trademark.
Consistently providing customers with “What’s Needed” “On Time” meets basic expectations. For the most part, there is no up-side for meeting basic expectations but there is a lot of down-side if not done well. To create an awesome customer experience, it needs to be done “With Value”. Value is defined by the customer and is much more than price. It’s about how you make the customer feel. Do they feel valued? Do they believe you care? Have you connected with them? Creating an awesome customer experience requires all three elements. “What’s Needed” “On Time” “With Value” Get it right and you’ll deliver Customer WOW.
What will it take to get there? Each and every employee from a line worker to the CEO must be passionate about serving their customers, understand their role in achieving service excellence and be provided the tools and skills to deliver it. The journey to everyday excellence can be challenging and requires leaders with passion, employees with purpose and tools to make it so but for those who dare to take on the challenge, the rewards for customers, employees and your company are worth it.