When it comes to customer service, it's not enough to simply meet expectations. To truly stand out, companies must go beyond the norm and exceed customer expectations. As Steph Hyken, customer service guru, explains: “The most important thing is when a company is always a little above average. That's what the best companies do.
My definition of going above and beyond is when the company is a little above average, all the time.”This means that companies must strive to provide an experience that is consistently better than what customers expect. This can be achieved through a variety of methods, such as providing personalized service, offering discounts or freebies, or simply taking the time to listen to customers and address their concerns. The benefits of going beyond customer service are clear. Not only does it create a positive emotional experience for customers, but there is also plenty of evidence that good customer service is positively correlated with a company's financial performance. According to a survey conducted by CRM Today of 2000 customers in the US and the UK, Forrester estimates that revenues are derived from a 10% improvement in a company's number of customers. In order to truly excel at customer service, companies must be willing to go above and beyond what is expected.
This means providing personalized service, offering discounts or freebies, and taking the time to listen to customers and address their concerns. By doing so, companies can create a positive emotional experience for their customers and reap the financial rewards that come with it.
