Service – Essential business success
As management guru Peter Drucker once wrote, “The purpose of a business is to create customers.”
Customer experience matters when it comes to repeat business and recommendations. Advertising and marketing may get the customer to try your products or services, but most customers base their judgment of whether to return primarily on their experience. Itʼs the customer service they receive that highly influences the experience. Recognizing and delivering upon customer expectations is essential to building any successful business. To accomplish that, one must offer differentiated, exceptional service valued by customers – both external and internal – and fulfill the promise consistently at every touchpoint.
Market leaders of today invest in customer retention, building customer loyalty, and have a strong commitment to building their brand through their people.
Companies that are consistently at the top of the service charts when evaluated by a broad base of consumers, do the following:
- Evaluate their service experience offerings based on customer feedback
- Differentiate their customer service so it is aligned with their public brand position
- Drive ownership for customer service down to the customer-facing levels of their organization
- Build and reinforce their service reputation by wowing customers with service
At TMI USA we have the expertise and experience in service excellence to help you develop and implement service strategies to keep the customers you have worked so hard to get and to and extend your customer base by attracting new customers.
Have a look at our innovative and time-tested Customer Service Training and Consulting Programs. Check out the hot links on the side of this page.
Do you need a set of fresh eyes to create business success with your service?