One of the major weaknesses of most organizations is management’s lack of a service strategy. They fail to realize the strategic opportunity of using superior customer service as a vehicle to build market share and market dominance.
Sam Walton, the founder of Walmart, one of the most powerful retailers in the world, built Walmart on customer service. Today, however, the company is now known mainly for their low prices. The value of their company as a service leader has dropped dramatically. They have lost their focus on customer service. I always had trouble understanding why the new management of Walmart seemingly eliminated the customer experience to focus on price alone.
When organizations know what is important to their customers and realize the shortcomings of their current service, they are then ready to write a service plan.
Jeff Bezos, Amazon’s CEO, is officially the world’s richest person, as of November 2017. He built his company to become far and away one of the most trusted and well-liked brands, more so than its current smart home technology rivals Apple and Google.
Consumers trust Amazon and freely give them personal details about what they purchase and their interests. The one thing most customers claim is that Amazon has the best customer service of any company they have ever dealt with. Customers have said that they only had to explain half the problem for Amazon to solve 200 percent of it.
Bezos has been responsible for creating more than 100,000 new full-time jobs over the past year for the U.S. economy, and is on schedule to create more with the new ventures he is working on. Jeff Bezos definitely has a working service plan.
Use these guidelines to make decisions about the features of your service plan....
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