• In all business categories, the defining decision a customer or client makes in determining whether to purchase from you or your competition, comes down to one single element: service – the overall experience and delight of dealing with your company.
• How you structure your customer service experience is a critical part of your marketing plan, but few companies give it the time and training it deserves, preferring to “wing it,” leaving it as an intangible line item.
• Does your company have a gold standard benchmark of service to live up to? If not, then pick your own. Choose an experience from a company that really amazed you … an experience that turned you into one of their brand ambassadors.
• If you don’t have a company to emulate or an experience to relate to as a gold standard of service, then start here: The Ritz Carlton Gold Standard may be all you’ll ever need! http://corporate.ritzcarlton.com/en/About/GoldStandards.htm#credo
