Consumer demands are continuously shifting from products to services. This means that customers have started valuing the experience a brand presents them with. The customer experience includes everything from initial engagement, to building awareness, the sales journey, service delivery, and any follow-up or ongoing engagement with the brand.
Creating a culture in which service excellence can be achieved in a sustained way can provide a competitive edge for businesses in a saturated market. To deliver dependable, consistent value, service excellence needs to be one of the driving forces at the heart of the organization. It cannot be achieved by tweaking one aspect of the customer experience.Continue reading “How to Create a Culture of Service Excellence”