Written by: Kushal Dev | Co-founder, Customer Guru
Companies focusing on customers delight are industry leaders. They understand the financial gains of prioritising customer experience and how it helps in repeat business and referrals. A good customer experience is your best PR investment to enhance public image and understand your customer needs to enter new markets and evolve product and service offerings.
Below is a list of 4 Customer Service Champs who have incorporated customer delight in their DNA. Lets see what do they have to say about it.
- Enterprise Rent-A-Car: When Jack Taylor founded Enterprise his motto was simple: ‘Take care of your customers and employees first, and profit will take care of itself.’ As the company grew it was difficult to live up to its customers service needs but Jack Taylor was committed to maintain his market leadership. The employees and branches were measured on qualitative and quantitative customer feedback and the right processes were put in place to exceed customer expectations and maintain the edge in the market.
- Disney: Happiest place on earth! Disney’s parks are meant to be known for their rides. Are they really? There are other theme parks with more extreme rides. So what makes it the happiest place on earth. The team delivers service with a smile. The maintenance team works during the night to be show ready in the morning. The staff helps proactively and go out of their “Role and Responsibility” to delight customers. Disney does not leave an opportunity to wish a customer Happy Birthday, click a picture or make you feel like the king by getting you name embossed on their pavement!
- Amazon: Jeff Bezos is a business leader who understands the benefits of good customer service and motivates his team to be proactive about it. A snippet from Bezos’s letter to his shareholders clearly resonates this, he writes, “One advantage — perhaps a somewhat subtle one — of a customer-driven focus is that it aids a certain type of proactivity. When we are at our best, we don’t wait for external pressures. We are internally driven to improve our services, adding benefits and features, before we have to.We lower prices and increase value for customers before we have to. We invent before we have to. These investments are motivated by customer focus rather than by reaction to competition.” His commitment to the cause was further emphasized when the letter was published in Amazon’s annual report.
- Four Seasons Hotels: When Isadore Sharp the founder of Four Seasons envisioned a customer focus culture change in his organisation he laid down its principle – “In all our interactions with our guests, customers, business associates, and colleagues, we seek to deal with others as we would have them deal with us.” He stood by this vision and ensured that this was accepted and adopted across the organisation. All the naysayers who could not adapt to this culture change either left willingly or were asked to leave. This shows his commitment to stand by a change which is in the best interest of the company and all its associated entities.
Which “Customer is the King” story would you add to the list?
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