Courtesy: Greg Coleman, Principal / Vice President Strategic Programs of Service Strategies Corporation
Service organizations are today are forever striving to increase customer satisfaction and loyalty by improving operational effectiveness, and management generally believes the rewards of their efforts are the end goal. While improving effectiveness is important, these organizations should also work to leverage service excellence as a hallmark of their corporate brand. When you effectively market service excellence to internal and external stakeholders or prospects, your company can differentiate itself from competitors and strengthen its credibility, as well as improve the perceived value of its products and services.
Regardless of market segment, your company’s brand perception is critical to its ongoing success. You can easily identify market leaders by their brands, which represent quality. Most importantly, strong brands bestow value far beyond the performance of the products themselves. Effective brands are worthy of customer loyalty: the more inspiring the brand, the more intense the commitment.
Service excellence is a core component of a successful brand. Service is an area where the core qualities of a brand are directly experienced customers. Companies that employ best practices within their service organizations tend to be far more effective in delivering a superior customer experience.
Standards programs offer an excellent example of third party recognition for meeting industry standards of service excellence. Participating in industry standards programs like these can help your organization enhance service quality and customer loyalty.
This article is accessible for registered visitors only.
You can register here
Registered users can tell Noventum about which subjects they would like to receive email.
Without previous permission data will not be used by others.
