Customer service done right can be your company’s single biggest competitive advantage.
Become a revolutionary customer service leader who’s ready to stop competing on price and instead focus on building a brand that people cannot live without.
If you’re ready to start your own customer service revolution journey, follow along.
What Customer Service Revolution Means
Customer service revolution is a radical overthrow of the conventional business mentality. It’s designed to transform what employees and customers experience. This shift produces a culture that permeates into people’s personal lives at home and in the community. This provides the business with higher sales, morale, and brand loyalty, thus making price irrelevant.
Note that the word “employees” was mentioned first in the definition because you have to make sure that your internal culture and what you’re doing for your internal customers is correct. You can’t expect them to go out and deliver world-class service if they’re not experiencing it first. The better you treat your team members, the better they’re going to treat the customers.
1. Make price irrelevant.
Making price irrelevant means that once your brand consistently delivers and the customers become loyal to your brand because of the peace of mind and the relationship you’ve built with them, price no longer becomes an issue to them. They won’t try to find and get a better deal somewhere else.
2. Compete in experience wars, not price wars.
Focus on the relationship and the experience and get out of competing solely based on price.
Don’t compete in price wars but compete in experience wars. There are many fewer people competing in experience wars and, a lot of times, they don’t know how to do it well. If your experience is average, you are going to have to discount. That’s the cost of doing business by delivering an average and forgettable experience.
3. Meet customer expectations regularly.
A lot of times, when companies get excited about having a customer experience initiative, they start thinking about going above and beyond and going viral when their employees do something great for a customer. Those things are all wonderful. But a lot of organizations go wrong by not making sure they’re regularly and consistently meeting customers’ expectations first.
4. Make service aptitude a foundational piece of everything you do.
Service aptitude is a person’s ability to recognize opportunities to meet and exceed customers’ expectations, regardless of the circumstances. Three things determine a person’s service aptitude: previous life experiences, previous work experiences, and current work experience.
For more information and resources on starting your customer service revolution journey, check out The Customer Service Revolution podcast. If you’d like to listen, head over to Episode 040: Starting Your Customer Service Revolution Journey.