Above the Line and Rockstar Customer Service

150 150 Entelligence

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We all know that customer satisfaction, or the customer experience, is really important to the success of all businesses. It doesn’t matter if it’s business-to-business, or B2B, or business-to-customer, or B2C. Companies with poor customer satisfaction are guaranteed one thing: they’re going out of business. 

Companies with the highest level of customer satisfaction however, create loyal, repeat customers. Their businesses are healthier and more sustainable. And they create enormous positive value that trickles all the way down the ranks.

Let’s be clear: we’re not talking about good or even great customer service. We’re talking about ROCK STAR customer service. Go-the-extra-mile-bend-over-backwards-pretty-darn-near-perfect customer service. Why? Because that’s the only real way to create a loyal following. It’s the only real way to make a difference in the minds of your team, leaders and customers.

The key lies in the level of satisfaction. The results of a recent survey conducted by RainToday shows that buyers who rated their service provider a five out of five were truly the loyal customers. These customers said they were “very satisfied.”

In the same survey, customers who rated their IT provider a four out of five were most likely to switch providers next time around. These customers said they were simply “satisfied” with the service they received. And guess what – the survey was right: these customers defected over the next two years.

For IT providers seeking to improve client retention, the difference between satisfaction ratings of a four and a five may very well be the difference between losing a customer to the competition and keeping them for life.

I bet you’re thinking, “that’s all well and good when we’re talking about a company’s customer satisfaction, but what does that have to do with me, my project, my job or my career?” Well…everything.

You see in today’s world of IT, your personal brand IS THE brand. People want to do business with other people, not companies. People trust other people, and organizations less so. Today, your personal brand is the most powerful thing you have that allows you to take charge of your career.

And that’s why it’s so important to master the customer experience. The impression you make, the level of satisfaction, trust and respect you create with your team, your boss, your customers… all of this is a part of your personal brand. Add in your experiences, your determination, whether you’re an A player and if you live Above the Line, and you’ve got a recipe that drives – no…rather, determines – your level of success.

Want to learn more? Watch here.


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