Why is it that some companies actually thrive during compromising economic times? Well, there are many reasons, but one reason that stands out is: Providing an outstanding customer experience. Period. Selling a great product or service was once all it took to thrive. Well…it is no longer enough. “The only companies surviving with long-term sustainability are the ones that are “fanatical” about differentiating themselves through the customer experience they deliver”, says John Dijulius, customer experience expert. And I happen to agree 100%. The key is to deliver a “customized service” (which creates an “experience”) for little or no cost!

Here are 10 rituals to delivering an outstanding customer experience:

inspired by John DiJulius, the king of world class customer experience.

 

  1. Have a “Service Vision”: one that articulates why your business exists. (Be clear on what problems you solve).
  2. Create a World-Class Internal Culture: attract, hire, and retain only the people who have the “Service DNA”.
  3. Implement Non-negotiable Experiential Standards: that everyone must follow. Period.
  4. Secret Service Systems: utilize “customer intelligence” to personalize their experience and engage and anticipate their needs.
  5. Train to Provide a “World-Class Customer Experience”: create systems and processes that remove variation and provide a consistent customer experience.
  6. Implement and Execute: the key is to implement. Too many great ideas are left on paper. Start to consistently implement your “service vision” today.
  7. Zero Risk: anticipate your “service defects” or “deficiencies” and have simple protocols in place to make it right.
  8. Create an “Above-and-Beyond Culture”: with constant awareness and branding initiatives of how to be a hero.
  9. Measure Your Customer’s Experience: what gets measured gets managed.
  10. World-Class Leadership: lead with backbone and heart…and most importantly, walk your talk.

No matter how small or large your business is – even if you only manage yourself – defining and fanatically executing your unique and differential “customer experience” is often all it takes to get you from “survive” to “thrive”.

References:
WHAT’S THE SECRET?: TO PROVIDING A WORLD-CLASS CUSTOMER EXPERIENCE


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