Many customers choose to support one brand over another because they feel more of a personal connection with their values and because they’ve received excellent customer service. In order to stay ahead in the new paradigm of the value economy, companies should focus on delivering brand-aligned customer experience.
The way to do so is to focus on creating a service excellence culture for your brand.
Building a Culture of Service Excellence
There’s no shortage of companies that jump to mind when we think of service excellence. For instance, Apple, Disney, Amazon and more, have consistently focused on delivering better service and more value to their customers.
But what goes into building service excellence?
Each brand should recruit, promote and motivate each of their employees to step up their service quality. When a brand’s values align with excellent service, and their employees follow habits to ensure they consistently fulfil them, customers walk away with a better experience.
There is nothing accidental about the way service excellence is designed and achieved. Leaders should define what service will be like for their customer, by using the required language, knowledge and behaviours to put a plan together. This means understanding what customers need throughout their engagement with the brand and finding pain points that could be improved upon.
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Servicebrand Global Ltd 