Customer driven cultures have become a niche competitive advantage.
The gradual decline of customer service over recent years has created excellent opportunities to provide differentiation amongst the competition and distinction in a company’s brand. Creating a customer driven company culture creates a hub centered around the important role team members play in establishing customer service excellence through understanding the customer experience, beyond stereotypes and false assumptions
Customer touch points are everywhere in your organization. Designing a successful service strategy hinges on understanding what you want to do for your customers, what your customers expect, and the business impact of these actions. Learn the principles that develop common purpose, a deep understanding of your customers' expectations, and understanding their economic impact. Through activities and experiences uncover the quality standards you need to drive discussion within your organization to design a strategy for culture of excellence.
Delivering Exceptional Experiences
Exceptional service is not just about the employees delivering the service. It is important to understand how aligning your employees, your physical place, and your company processes make the difference in how service is received by your customers. Develop an understanding of the intersection of people, place, and process and how these aspects contribute to the consistent delivery of an exceptional experience.