Successful people are obsessed with learning. They out-learn everyone around them. They’re voracious readers. Warren Buffet, Bill Gates, Mahatma Gandhi, and Disney CEO Bob Iger read and learn. They finish newspapers, books, audio books, journals, and magazines like Harvard Business Review, Inc, or Forbes while their not-so-committed peers waste their time on worthless entertainment.
I am a huge promoter of reading and learning. All the books I have written, all the seminars I give, all the coaching I do is based on learning. Learning about your industry, learning about yourself, learning about products, learning about your employees and most important, learning about customers. It’s my passion and has been for the past 40 some years.
Most firms feel their customer service is good. The question is does that provide customer loyalty and more sales. Is Good Service enough?
First let me clarify the value of quality service. I believe that great service retains the customers you already have, attracts more customers, and develops a reputation that encourages customers to do business with you in the future.
In the US most firms believe they are really awesome at customer service but, no matter how good you are, problems occur. Mistakes happen. I find most firms do not realize the danger of losing customers from mistakes and my recent experience reinforces that claim.
Providing outstanding customer service at the right price is the “Golden Rule” of most companies. It’s worth remembering that we all experience customer service every day. Customer service is a critical piece of your business, and you should fine-tune it as much as you can. Here are some well-known facts on customer service ….
Fact: 90% of companies say they deliver superior customer service and only 8% of people think these same companies deliver superior customer service. Which goes to show, you shouldn’t be guessing when it comes to evaluating your customer service.
Think you don’t have to worry? Guess again!
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