Achieving Stellar Service Experiences
In the face of relentlessly increasing business pressure, stellar service stands out as a way to build competitive difference, revenue, and loyalty.
At one time, a great product or valuable service was the main building block to company success. Now, with increasing competition, greater price pressure and reduced switching barriers for customers, the service surrounding the core offering has moved front and center as a critical component of company strategy.
What separates the service giants from everybody else? A number of factors. One critical component is emotion. Only 17 percent of business leaders consider customer emotions when making decisions. It’s not just about price, product, and location anymore—“service with respect” is a central tenant of successful organizations.
An investment in tacit—as opposed to transactional—skills and best practices can also be a differentiator. Although difficult to achieve, once in place it is difficult for competitors to replicate a service culture driven by unique strategy, processes, and technology and executed by great people.
Jobs involving complex customer interactions that require analysis and creative problem solving are growing at a phenomenal rate. Companies equipped to hire, develop, and manage tacit service skills have a clear advantage over those who fail to deliver on the emotional brand messages they introduce into the market.
Relevant, Research-Based Content That Drives Results
AchieveGlobal built the Achieving Stellar Service® Experiences system on years of research with hundreds of leading organizations. This process uncovered not only the key business issues affecting service delivery today, but also clear priorities and skill sets to create and execute a culture of service. The Achieving Stellar Service® Experiences system is designed around this deep understanding of the service arena and our customers’ needs.
Your people require the specific knowledge, skills, and behaviors customers notice, appreciate,come back for, and tell their friends about. Every employee in your organization, at all levels and across all functions, needs skills that help:
- Encourage repeat and increased business by promoting an emotional attachment to your brand.
- Transform first-time purchasers—as well as your regulars—into lifelong advocates.
- Differentiate yourself in a highly competitive market.
- Make your employees champions of your organization.
- Go beyond customer satisfaction by managing customer experiences with efficiency and care.
- Build internal relationships that increase productivity and reduce turnover.
To view our Achieving Stellar Service Experiences system brochure, click here.
Contact us to learn more.