Customer Delight
Here's a simple article about our philosophy on how to actually deliver 'great' service, all day every day.
In any organisation, ‘success’ means ‘customer delight’.
The ONLY way to long term success is to have delighted customers ... it really is as simple as that.
There’s a lot of talk about ‘customer service’, and sometimes it all seems like ‘blindingly obvious common sense’! However, ‘common sense’ is often not ‘common practice’. The problem is: it’s clearly a good idea to deliver excellent service to customers … but how do you create it, and how do you measure it?
How you create it.
Remember the story about leading the horse to water? The only way it’ll drink is if it’s thirsty! It’s the same with customer service: people will only deliver excellent service if they want to and are able to.
This ‘desire and ability to deliver’ can only be created when all aspects of an organisation are in alignment around the central goal of delivering excellent service because it’s the right thing to do.
The absurd thing is that 99% of people want to give great service: it’s just that failures in different areas of the organisation can often prevent them from doing so!
… and when they are able to give it, they don’t know how well they (and their colleagues) are doing!
Most organisations have no objective, accurate, clear and compelling measure. Most customer satisfaction surveys are cumbersome and meaningless (and measure the wrong things from the wrong people), so, in effect, become more of a disincentive and a smokescreen than a helpful tool!
How daft is all that?
We can help you with training / workshops / coaching and, most importantly MEASURING!
Because WHAT GETS MEASURED GETS DONE and IF YOU CAN MEASURE IT YOU CAN MOVE IT ... and all at sensible prices.
How you measure it.
The key to measuring this is threefold
1. Keep it simple (producing high response rates and helpful feedback).
2. Keep it present (ensuring the information is up to date and relevant)
3. Keep it obsessive (ensuring it produces real change for the better)
The system we use produces:
- High response rates
- Enhanced customer loyalty (yes, it really does!)
- Real staff motivation
- Hugely valuable information to help you develop and grow
It is a fantastic predictor of future success and has been proven many times. Best of all, it can be run quickly, simply and inexpensively!
What this will cost.
Costs vary, of course, depending on the number of customers you want to get feedback from, and the amount of input you want from us.
For guidance, a basic and effective package can be as little as £60+VAT per month. Alternatively, with our training and guidance (plus, we’d suggest, monitoring to avoid ‘inaccurate’ information), you could run this simply and easily ‘in house’.
- An initial phonecall / consultation costs nothing
- An initial audit costs just £99
- A half day customer audit from your premises costs just £220
- A full day business analysis costs just £320
So don’t hesitate to ask us for further clarification: we pride ourselves on our transparent pricing policy, our ‘no nonsense’ guarantee, and indeed our own customer feedback!
Contact us today for a no obligation chat.
The world is now a truly global economy, and those who don’t deliver excellent service as standard will not survive in the long term. Those that do will prosper and flourish.
This is not expensive to do, but is very expensive not to do.
Our aim: highest quality development, at sensible prices.
Our mission: to make a REAL difference.
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