This article was originally posted on www.icmi.com by Chris Bauserman on July 10th, 2017.
We’ve all had at least one bad customer experience in our lifetime. If you’ve only had one – you’re among one of the very lucky few. Most of us have experienced the frustration of poor, disjointed or slow customer service more times than we can count. For some services, it starts to feel like the norm – but it doesn’t have to be.
Certain industries are notorious for their poor customer service, and on the flip side, there are a few companies that are memorable for providing an outstanding customer experience. Why? Because it’s a differentiator that attracts new customers, and retains existing ones. While delivering a great customer experience is a powerful competitive advantage, maintaining that edge requires a culture of continual improvement and innovation as competitors rush to catch up. The real winner in this scenario is the customer, who can choose where to take their business based on good customer experiences rather than bad ones. Whether customer service in your industry is known to be sub-par or excellent, all businesses can take steps to improve the customer experience and become more competitive in their market… Read more.