From Great Service to Great Product to Great Improvement, today’s Great Businesses know their success is tied directly to the customer experience. For a business to succeed, the baseline expectation is an exceptional product that is constantly being improved upon, but the most important characteristic of any successful business is an exceptional service experience.
Think about the businesses you trust, frequent, and refer. They are likely to share a core trait—excellent service. For example, compare hosting services. Which hosting companies offer 24/7 access to help, immediate postings of infrequent down times, and reliable, strong uptime? Those service qualities define a successful hosting company.
Or consider vehicle service and repair work you can conveniently schedule at a company that offers a loaner vehicle while your car is in the shop. That’s both a successful company and one that gets our vote.
One of our designers, here at Galley, received an online order in an empty box just before the holidays. When she called the company to report it, they reshipped the item overnight at no additional cost and even offered a discount, thereby creating a customer for life.
Or the corporate lunch caterer who not only arrives early to set up delicious food, but also brings every imaginable accompaniment from ice to plates to silverware – at an affordable price – is an experience both remembered and referred.
And, when a pregnant lady on crutches is trying to make her way out of a large department store only to be helped by two sales people who closed their registers and carried her packages to her car, her customer experience locked in her loyalty to that company.
Not only do the individuals in each scenario benefit; the effect will be multiplied as it is shared online and in conversations creating a loyal customer while exponentially increasing brand awareness. And that is great business.
