Share what you know with millions of people
Focus is the best place to turn what you know into remarkable content
0
What is the definition of "world class customer service"?
Is there one definition? Does it vary depending on the context?
Events
- Live now Dos and Don'ts of Small Business Marketing May 29 @ 11 am PT
- Lead Nurturing 202: The Next Generation May 31 @ 11 am PT
- The Tricks to Paid Media June 6 @ 11 am PT
- Display Advertising for Brand Awareness June 20 @ 11 am PT
Related Activity
2 Answers
Here's my working definition. Those activities provided by a company’s employees that enhance the ability of a customer to realize the full potential value of a product/service before and after the sale is made thereby leading to satisfaction and repurchase.
@ Rachel, let me see if I can help move us towards a practical, working definition by suggesting some performance standards.
For the last 15 years, I have gone on record saying:
" Today, the practical marketer’s Holy Grail is to get the right product, service, and/or message to the right person, at the right time, in the format the customer desires, while providing relevance and value in every contact. Unfortunately, in the communications activities of many organizations, marketing and sales efforts still are built with an inside-out perspective."
If these points are in the correct realm of thought, i would suggest that "World-class customer service" displays behaviorally, but in practical terms, the marketer's holy grail from an outside-in perspective. (please keep in mind those of you object to the M-word that for me "all sales is marketing and all marketing is sales!).
Relevance and value are why customers buy and why they keep coming back is that we continue to provide value and relevance at each and every contact point across the entire dimension of prospect/customer relationship management.
hope that helps, best. ngp
Answer This Question