Customer Differentiator: The Key to a Successful Customer-Focused Culture
Company Added
Company Removed
Apply to Request List

Customer Differentiator: The Key to a Successful Customer-Focused Culture

Customers want a consistent service experience. It seems like that would be easy to deliver yet it is not the norm. Since it is not the norm, consistency becomes a customer differentiator. Check how well you deliver consistency with these strategies.

1. Be reliable. Get it right the first time. Whatever the customer needs, they want you to be reliable and accurate. Customers don't want to deal with an organization multiple times due to your shortcomings. Deliver what you promise.

2. No surprises - unless they are positive ones. Most surprises are ones where the company does not deliver as promised. Surprises can include interactions with challenging employees, lack of follow-up, and slow responses to social media communication. Surprises often create angry and vocal customers. Look at your consistency in service standards and processes.

3. Team members "on board" with customer focus. Customers want to deal with competent and caring employees. Your employees are a reflection of your culture. They are the voice of your company and your best ambassadors. Don't script them but make certain they are armed with great information and empowered to personalize their responses. Allow them to anticipate and act in ways that drive customer loyalty. The consistency must be in hiring, training, and coaching effectively.

Consistency is a selling point and a source of repeat business. Customers want simplicity, ease, and no hassles. Make consistency a strategy and a foundation of your customer- focused culture.

Lisa Ford is a speaker with over 20 years of experience presenting to businesses, associations, and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues, and change. Her recent book is Exceptional Customer Service - Exceed Customer Expectations to Build Loyalty and Boost Profits.

Published: March 5th, 2014

Share this Feature

Taboonette® Middleterranean® Kitchen
SPONSORED CONTENT
Taboonette® Middleterranean® Kitchen
SPONSORED CONTENT
Taboonette® Middleterranean® Kitchen
SPONSORED CONTENT

Recommended Reading:

Comments:

comments powered by Disqus
Pet Supplies Plus
SPONSORED CONTENT

FRANCHISE TOPICS

Hungry Howie's Pizza
SPONSORED CONTENT
Conferences
Hotel Savoyen, Vienna, Austria
JAN 28-29TH, 2020

Everyone knows a House is a good investment! Huddle House is a full service restaurant, serving delicious meals, cooked to order...
Cash Required:
$200,000
Request Info
ATAX is a full-service national tax preparation and business services franchise. Take your first step toward owning a piece of the American Dream!
Request Info

Share This Page

Subscribe to Multi-Unit Franchisee Report

A Franchise Update Media Production
Franchise Update Media
P.O. Box 20547
San Jose, CA 95160
PH. (408) 402-5681
In Loving Memory Of Timothy Gardner (1987-2014)

Copyright © 2001 - 2019.
All Rights Reserved.