Service Excellence Guide: from Service Design to Service Recovery
A large percentage of business success stems from how a customer is made to feel, not just how happy they are with their purchase or service. In today’s experience economy, customers not only value but expect exceptional service – and they will reward or punish for the quality of how they are served with their spending choices. In fact, according to Bain & Company, a consumer is four times more likely to buy from a competitor if their issue is service-related rather than price or product-related. Any company unable to respond to their needs, expectations or compensate for unfavorable experiences, might as well wave goodbye to any hopes of customer loyalty and reengagement.
From service design to service recovery, here is your guide to achieving service excellence.
Summary
What Is Service Excellence and Why Is It Such a Big Deal?
Learn more about this key hospitality ingredient with EHL’s definitive guide to Service Excellence: from Service Design to Service Recovery.
According to a study by McKinsey, 70% of buying experiences are based on how customers feel they are being treatedThis means that a large percentage of business success stems from how a customer is made to feel, not just how happy they are with their purchase or service. In today’s experience economy, customers not only value but expect exceptional service – and they will reward or punish for the quality of how they are served with their spending choices. In fact, according to Bain & Company, a consumer is four times more likely to buy from a competitor if their issue is service-related rather than price or product-related. Any company unable to respond to their needs, expectations or compensate for unfavorable experiences, might as well wave goodbye to any hopes of customer loyalty and reengagement.
Why Should Serving Clients with Excellence Be at the Center of Your Business?
Most businesses aim to provide good customer service, but going that extra mile to deliver a clearly distinguishable customer experience is what guarantees a loyal clientele. To achieve this level of service, a business should endeavor to be as customer-centric as possible: putting customers at the heart of its offering, moving at their pace and listening closely to their needs and expectations. This involves thoroughly researching and understanding your customer base in order to understand patterns, preferences and tastes – and then building your products, services and experiences around these needs.
Today’s consumer, especially influenced by the digital experience, expects fast answers, seamless transitions, convenience and consistency. But at the same time, the human touch that delivers a follow-up call, greets you by name, anticipates your needs and has an attentive eye for detail is what ultimately seals the deal on loyalty and the happy, returning customer.
