Thursday, July 10, 2008

Exceptional Customer Service

Grand Opening of H&M in Hong Kong. [Image] Every major company I've worked with recognizes that the key to sustainable success is the ability to please its customers. In fact, identifying and exceeding customers' expectations is often a core value.

Yet, I've had so many disappointing and distressing customer experiences lately that even satisfactory customer service exceeds my expectations.

It seems the gap between rhetoric and reality is getting wider as legions of companies, focused so intensely on increasing short-term results, are failing to create the required infrastructure needed to deliver the customer service they say is so important.

Lots of factors go into exceptional customer service - Character counts: Customers should always come first by Michael Josephson

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