An Introduction to Customer Service
Are you a loyal Customer?

Can you think of any local firms you buy from which have earned your repeat business? Which companies go out of their way to make you feel special?

In our workshops, the answer is often, "Not many." Some can think of one or two businesses that provide a level of product and service quality that has earned some measure of loyalty.

Think again. Can you name a company you buy from that you would proactively recommend to others, defend from criticism, perhaps even have their logo tattoed on your arm? Is there a company you would advocate for?

Being an advocate is not a half-hearted commitment. As an advocate you will drive past dozens of competitors to experience a company's product, or be willing to fly with them on a route with more frequent stops than their closest competitor.

We wouldn't be surprised if you can't think of a single company you would consider yourself a wholehearted, unreserved advocate for.

If you're shaking your head right now, think about Harley-Davidson motorcycles, Saturn cars, Duet washing machines... It is possible to achieve an almost unbeatable competitive advantage by designing and delivering a Remarkable Customer Experience — one that is intentional, consistend, differentiated, and valuable to your target Customers.

We're here to help you achieve that goal.

Many people think of Customer Service as "being nice to Customers" or "The Customer is always right." That's part of it — but it's far from enough to be seen by Customers as delivering Remarkable Customer Service. It's necessary, but not sufficient.

In addition to being nice, the small business needs a coordinated, orchestrated, comprehensive approach to all dimensions of the Customer experience. It's a much larger view of the Customer interface than simply the brief moment of contact. In popular literature, it's called being "Customer-centric" — putting your Customer at the center of your business structure and building every facet and detail of the business so as to create, delight and retain them.

If you're the owner of a small business, the leader of a non-profit organization, or the head of a government agency who works with external Customers, the consistent delivery of Remarkable Customer Service could be the single most important issue you face, both strategically and operationally.

We would like to help you:

  • Understand why Remarkable Customer Service is so urgent — the Business Case that makes Customer Service both profitable and competitively advantageous.
  • Identify your current practices and what they communicate to your Customers
  • Design the Remarkable Customer Experience that would best suit your Target Customers and your business vision.
  • Create and implement your chosen Remarkable Customer Experience
  • Monitor and measure the effect of the implementation
  • Hire, motivate and retain key employees who will actually deliver the Remarkable Customer Experience
  • Track Target Customers for changes, then integrate those adjustments into your business model

.

.

.

< Return to Home ............... > Go to The Business Case for Customer Service

Site Navigation
Our purpose is to help small businesses, institutions and agencies deliver remarkable Customer Service
which results in improved profit, Customer satisfaction and loyalty.
PO Box 617468 • Orlando, FL 32861 • 407-668-6466