WANT TO THRIVE? PROVIDE AN OUTSTANDING CUSTOMER EXPERIENCE. PERIOD.

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