5 Elements for Outstanding Service

Consumer insights on creating a customer-centric culture

John Tschohl is the president of Service Quality Institute which works with companies to create a service culture by providing ongoing service training every four to six months to keep employees engaged, learning and informed.

He has five critical elements necessary for providing outstanding service:

  1. Speed — allows you to differentiate yourself in the marketplace and in consumers’ eyes.  Zappos accomplishes this with next day delivery.
  2. Employee empowerment — your employees have to do whatever they have to do, on the spot, to provide an outstanding customer experience.  The most important person in every single company is the front line employee.
  3. Quality — in whatever service or product you are selling is essential, it’s “table stakes.”
  4. Service — its meaning will differ with every customer, as such front line employees need to sense and ask what’s important to the customer.
  5. Use the customer’s name and make them feel special.

Apple stores do a great job combining technology, speed, quality and service.  They dominate the competition because they understand how the combination works.

Which of these five elements can you improve in your business?


About Insights From Analytics

Integrated marketing professional who generates insights from analytics to increase revenue. Daily blog now resides at www.insightsfromanalytics.com/blog.
This entry was posted in Consumer Insights and tagged , , . Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s