Strategic Goals for Exceptional Customer Service

Exceptional Customer Service is at the Heart of Amazing Customer Experiences…

Often, I find myself explaining the difference between customer experience and customer service. (There is a difference. For example, customers might only need customer service due to a poor customer experience.)

But I want to be clear; customer service excellence is foundational to great customer experience. You may have your customer experience strategy neatly in place and improvements to your customer’s journey may be afoot. But, unless you can deliver excellent service, consistently and across all channels, the biggest “proof-point” of your brand value will be a failure.

Exceptional customer service doesn’t happen by accident; this is carefully nurtured with passion. It demands a customer service strategy, alignment with business and customer experience strategy, and a well-designed plan and roadmap.

To assist you in getting started, here are seven strategic goals that can be adapted for your own use. You’ll come up with more and change things around, but I hope that these will give you a good head start. (The free E-Book Workbook goes into much more details!)

  1. Understand your customers better.
  2. Become a more “customer-centric” organization.
  3. Deliver emotionally engaging customer service.
  4. Develop and maintain a customer service model and definitions.
  5. Continually measure and improve.
  6. Grow leadership capabilities.
  7. Drive cultural change.

Free E-Book from my workshop

Download your free E-Book “Seven Strategic Goals for Exceptional Customer Service Workbook” to help jumpstart your Customer Experience Action Plans!

Happy R.A.V.I.N.G. Customers!

In my new book, Happy R.A.V.I.N.G. Customers!, “Chapter 4. A =  Align with Strategy” focuses on how you can create a customer experience strategy and a plan that contains the important ingredients for success. Your customer service strategy and goals work hand-in-hand with your customer experience strategy.

Buy it now on Amazon

Images created by Carol Buehrens