When it comes to customer service, who better to learn from than the Greatest Of All Time (GOAT) in customer service! If you want to improve the customer service of your company, look to imitate brands that offer the customer experience you wish to provide. Whether it be the GOAT of Hospitality Horst Schulz of the Ritz Carlton or the GOAT of Culture Tony Hsieh of Zappos; there are so many great entrepreneurs who have paved the way for excellent customer service for us to follow. The best way to start is by identifying where your weak spots are as a company and figure out how you can begin improving upon them using other companies who are successful in these areas as molds.
Here are some basic things that the GOATs are doing to make their customer experiences superior:
- Having a core commitment to your employees and your customers. If you make the focus of your company to create an environment of belonging and purpose, then employees can deliver superior customer service. Horst Schulz has created a process called, “Continuous Process Improvement” which has become highly effective and duplicated with many companies.
- Making personal customer service interactions an easy option. Truett Cathy, GOAT of Fast Food, goes by the philosophy that customers are always wanting someone who is reliable and will take care of their needs.
- Hiring people who care about customer service and company values. Tony Hsieh, GOAT of Culture, focuses on investing back into customer experience. Rather than spending on paid advertising, he believes that the customer will do the marketing for them if they have supplied amazing customer experience.
- Predicting you customer’s needs. If your goal is to really learn your customer, pay attention to them and their needs. GOAT of Customer Experience, John DiJulius, believes that customer experiences are built on the ability to recognize opportunities to exceed customers’ expectations regardless of the circumstances.
Of course, there are so many different customer service strategies you can steal from the GOATs out there, so it us up to you to know where you need the most improvement. Customer experience is on trend and now is the time to refine your philosophy within your company.
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