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Why is Service Excellence so Important Anyway?
Today’s customers are more enlightened. They are also spoilt for choice in the market place, so it is no longer enough for a brand to simply sell a good product in the market. It must be accompanied with excellent services.
Customers are now more interested in the way services are delivered, the reason winning businesses have prioritised customer services and the overall customer experience.
It is for this reason Service Excellence is super-important, the ability to consistently meet and possibly exceed customer expectations.
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The Keyword Is Excellence
Without understanding what excellence really means, every attempt to meet or surpass customer expectations is left to chance.
Excellence represents outstanding and extremely good.
But here is the catch, the validator of service excellence is the customer, not the brand.
So every attempt to build and improve service excellence in business must always factor customer feedback.
Question - how do your customers perceive and define the level of service you provide to them?
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The Importance Of Vision
When you visit brands that are attributed with excellence such as the Apple Store, you know it’s beyond the product, store ambience and staff quality.
In fact, when you visit multiple stores of the same brand and experience excellence across board, you know it’s driven from the top.
There has to be a vision for excellence before services are designed and delivered.
This translates into excellent products, teams, systems and an excellent experience across all customer touchpoints.
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Culture Of Excellence, and business Outcomes
When there’s a culture of excellence, it strengthens the brand in many ways.
- Teams naturally display a culture of excellence in their work and how they serve customers
- Products are designed and delivered with quality that matches a culture of excellence
- Customers experience excellence across board and rank brands with excellent reviews
- Customers buy more, shop more frequently and attract other customers through word of mouth
- The position of the brand is further strengthened in the marketplace.
Service Excellence must never be underestimated.
It is a differentiator to win the marketplace.
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IDEAS CURATED BY
Built a CRM Tool. Company Founder. Consultant for Customer Service & Customer Experience
CURATOR'S NOTE
It become more apparent to highlight the importance of service excellence in business, after speaking on a radio show yesterday
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Sanmi Gbadegesin's ideas are part of this journey:
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