You can disrupt your industry with stellar customer service. Customer service is what sets companies apart from each other. It can make a company great, or it can ruin them. If one place has regular customer service and somewhere else goes above and beyond what is expected, then customers can be quick to switch to a different company. Customers are not that loyal, unless you are very loyal to them. There is plenty of proof to show how important customer service is.
- Most customers and companies are satisfied with “average” service rather than “better than average” service, and complacency toward customer service can make a big difference in customer loyalty.
- Some companies can “disrupt” a market when they are in a market that has notoriously poor customer service, like telecom, but that company excels in good customer service.
- The attitude toward customers comes from the top, so those in the highest levels of management should model and encourage excellent customer service.
“There’s more than enough information about how to deliver better customer service. There’s more than enough proof about how it can make or break a business. Then, why don’t more companies do a better job?”