How To Innovate Your Customer Service Excellence #smallbusiness

Bill Gates on Customer Service

At a time when every advantage is assailable competition is heating up ….fast. The placid times when one could “shake a tail feather” only to retain a customer for life is over. Sure with hypercompetition protruding from every orifice firms are compelled to promise the moon to obtain a customer. Share this!

But …. hold on. Something happens down the road. With low or no entry barrier to competitors, those with or without work track records, reliability rather than promises to the “moon” is the most valuable competitive advantage for the long term. Fred Reichheld in a LinkedIn article provides additional suggestions. Albeit, warnings in the form of suggestions.

People don’t leave on a whim. They leave because they have reached the breaking point.

As part of their research, my colleagues organized focus groups of customers who had recently left one provider and asked participants to write stories about their experiences. Virtually everyone recounted a whole series of bad episodes. “I finally had enough and switched,” said one participant, adding that he wouldn’t return even if the company paid him.

There’s one good way to nip this kind of exasperation in the bud and build loyalty among your customers: Ask them for feedback, then act on it. Resolve the issues people raise. Fix the procedures or policies that cause the issues in the first place.

via  LinkedIn.

If your board of directors are doing there jobs, and you are doing your job there will be a shake up before it has to be ordained from on high: The almighty customer. If you’d like me to visit your firm and pick my brain on how to improve your  bottom-line click here. The link will take you to my contact page on my website. Thank you. Jim

Jim Woods, Leadership speaker, Human Resources Consultant, Business Coach

Jim Woods is a leadership development and small business training consultant deploying his unique abilities in competitive strategy and growth training.

See a partial list of Jim’s clients. Hire Jim Woods to Speak  | Follow us: Twitter |  Click here to schedule an appointment.


Jim Woods is president of The Jim Woods Group. A management consulting firm. Go here to see his work He advises and speaks to organizations large and small on how to increase top line growth in times of uncertainty and complexity. Some of his speaking and consulting clients include: U.S. Army, MITRE Corporation, Pitney Bowes, Whirlpool, and 3M. See more at his website

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Posted in Competitive Advantage, Customer Engagement

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