Give the Holiday Gift of a Remarkable Customer Experience
Christine M. Riordan, PhD
Forbes
This holiday season, have you walked away from a customer experience and said, "Wow, that was amazing"? The holiday rush can be hectic and frustrating. Even during the busiest times of the year for retailers, however, exceptional customer service is the best way to win and retain the hearts of customers.
Many organizations tout exceptional customer service as part of their competitive advantage, but few actually succeed in making it so. Nordstrom, Enterprise Rent-A-Car, Whole Foods, and Ritz-Carlton routinely top the charts in surveys of customer satisfaction, attention to customer care, and loyalty.
What makes the difference? At the most foundational level, successful companies begin with employees who truly care and are thoughtful, compassionate, attentive, and interested in their customers—all their customers. Sure, they have good products and services, but the employees make customers want to return because they know the customers are a top priority.
All companies and their employees should understand four principles of caring: more>
