Why does the Apple iPad have such a huge share of the tablet market? Why does Google dominate search? Why does Disney dominate discussion of the great family vacation locations?
There’s something they do so much better than others. They beat the competition continuously because they have some competitive advantage. Maybe they’re an innovator, maybe they’re fast, or maybe their customer experience cannot be matched.
Yes, customer service and the overall customer experience can be your differentiator.
To be a differentiator, your customer has to have a perceptibly better experience with you than at your competitors. They have to believe that the knowledge of your staff, the attitudes of employees, the speed of service, the ease of navigating your facility or your website far outshines your competitors.
Maybe your organization anticipates customer needs better than others, and you proactively make suggestions. It could be that you reach out to customers when they’re not onsite with you, and when you do so you’re not just pushing something to sell, but you’re offering some advice or something else of value. You’re developing a relationship.
One key to differentiating is to know how you stack up against your competitors. So be a customer. Shop your competitors. Gauge their employees’ knowledge and attitudes, their speed, their ease of navigation, whether they’re purely reactive or they’re proactive as well.
Know where you stand versus competitors, and then ramp up your customer service to beat your competitor.
Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/
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