A while back, I wrote about the importance of a “sustainable competitive advantage,” and outlined the business plan value and limitations of patents and competitor feature comparisons. But once you start selling products, all of these pale in comparison to your level of customer service.
I agree with John Spence, in his book “Awesomely Simple,” that in a world of nearly limitless product options and highly educated consumers with instant access to price, features, and benefits of almost every product, delivering consistently superior customer service is the only differentiator left for creating loyal and engaged customers.
Here are the top ten suggestions from John and others for how to create a culture of extreme customer focus in your organization:
- Create a customer service vision. Much like creating a vision statement to direct the organization, you should also create a clear and compelling “customer service vision” that describes the level of service your organization aspires to deliver.
- Exceed customer expectations. Show a relentless commitment to exceeding, not just meeting, expectations. Customers can’t tell you how to exceed their expectations, but they know it when they see it, they remember, and they tell their friends.
To read the full, original article click on this link: Startup Professionals Musings: Ten Ways to Differentiate Your Customer Service
Author: Martin Zwilling
