Acquiring a new customer costs 7 times more than maintaining an existing one!
How to Achieve Service Excellence?
A large percentage of business success stems from how a customer is made to feel, not just how happy they are with their purchase or service.
In today’s experience economy, customers not only value but expect exceptional service – and they will reward or punish for the quality of how they are served with their spending choices.
Any company unable to respond to their needs, expectations or compensate for unfavorable experiences, might as well wave goodbye to any hopes of customer loyalty and re-engagement.
We’ve had the privilege of advising leaders from over 500 major organizations around the world. As a result, we’ve recognized a number of concrete actions that go a long way in identifying the right priorities, projects and people to drive valuable results in customer experience.
Whether you are an entrepreneur, manager, consultant, (Vice-)President, CxO, etc.... this seven-step process, you will have all the tools you need to make Customer Service Excellence work.
With this 7-step process, you will have all the tools you need to master your company Customer Experience.
In using the Toolkit, you will be better able to:
1. Dig Into Your Customer Behavior
Knowing your customer is key for any business endeavor. Successful business owners understand what their customers want and the most effective way of making their product or service available.
Get started with our toolkit insights and templates:
Understand Your Audience: Customer Interview Guide
What a company really needs is a service culture, which will be oriented towards the end customer in everything it does and at any level… ALWAYS! All employees – including the management and the board – defend small daily gestures, words, attitudes, interactions, which make-up a service driven company.
Get started with our toolkit insights and templates:
Company Service Culture Infographic
Customer Service Experience Trends 2022 Infographic (coming soon)
Through collaborative methods that engage both customers and service delivery teams, service design helps organizations gain true, end-to-end understanding of their services, enabling holistic and meaningful improvements.
Get started with our toolkit insights and templates:
Customer Journey Mapping Guide & Templates - Including Emotional and Empathy Maps
Service Design Templates - Ideation, Objectives, Research, Requirements, etc.
Service Design User Scenarios Guide & Template
Service Prototype & Evaluation Template
Value Proposition worksheet template
4. Set-up Customer-Focus Governance
From marketing efforts to operations, defining a strong customer focus (not only customer service tools) is an essential of customer-centricity. This calls for smart governance: Clearly defined leadership, behaviors, and metrics.
Adequately addressing the challenge of putting in place such governance requires a dedicated effort
Get started with our toolkit insights and templates:
Service excellence goals set the stage for your long-term strategy, helping you maintain an excellent relationship with your existing customers, and foster meaningful relationships with new ones.
But goals only succeed if they’re realistic, aligned with your business objectives and include a clear strategy on how to achieve them.
Get started with our toolkit insights and templates:
Customer Service Excellence Goals & KPIs Guide - Including a Smart Goals Worksheet
You need to equip your employees with the right knowledge and skills required to deliver service excellence on the defined standards. Effective training workshops and interventions are very helpful in facilitating the knowledge and skill transfer to your employees.
Additionally, setting up processes and guidelines which allow for quick decision-making and remove bureaucracy have a great benefit.
Get started with our toolkit insights and templates:
With this toolkit, you will be able to do most by yourself.
However, for maximum effectiveness and speed of implementation, our experts can help moderate workshops with your team leaders and guide them through the process.
Trainings
The various techniques and tools proposed in the toolkit are used and explored further during our training sessions.
View the upcoming training session or contact us if you are interested in hosting a dedicated training session for your company.
