Will developing your own standards help you with consistency in delivering exceptional customer service?
Bees have an incredible ethical conduct, they have clear standards that regulate their behaviour and keep their mission on track. Their shared values are instilled through frequent messages as well as the demonstrable behaviours of higher level bees. Developing simple, clear and effective systems are crucial for businesses to deliver good customer service consistently.
Ever faster change, greater customer choice and channel proliferation are realities every business faces today. In this still challenging time, developing an excellent customer experience programme is more crucial than ever; businesses need to focus their attention across multiple touch-points to enable them to build loyalty and grow their profit.
To achieve this, you need to understand your customers’ behaviour, experience and emotions. The ‘customer journey’ is associated primarily with the physical interactions (behaviour) – contact strategy and reducing customer effort – whereas the ‘customer experience’ is a concept that deals primarily with how customers feel with ‘delighting customers’ and creating distinct experiences.
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Ten simple steps to help you increase your profitability by consistently delivering exceptional customer service, putting your internal and external customers in the heart of everything you do; creating loyal customers and nurturing your employees, resulting in BEEing a Customer-Centric organisation.