Guest blog post by author Alan Gregerman who wrote Surrounded by Geniuses, he has been helping companies and organizations unlock the genius that exists in all of their employees.
If you're like most businesses you realize that providing excellent customer service is essential to your success. While you might win customers based on the quality, reliability, and price of your products, services, or solutions, you're likely to keep them by delivering the best customer experience in your marketplace. And you don't have to be a large company to provide world-class service. In fact, as a small or medium-size business you have some distinct advantages in building a more customer-centric business. First, you're closer to the customer and can engage in an ongoing "conversation" to understand their evolving needs and the best ways to meet them. Second, you can tap your entrepreneurial spirit to do new things more quickly and effectively without breaking the bank. But it all begins by acknowledging the importance of customer service and your potential to be innovative and remarkable.
And that's what this Wednesday’s webinar is all about. I will begin the webinar by looking at a couple of companies that have two different and very successful customer service models to give you a sense of how you can create your own winning customer experience. Then I go over service from the customer's perspective and show how you can identify the critical "moments of truth" in your relationship with customers--moments when you have the opportunity to make a powerful and lasting impression. Next, I'll explore six big ideas that could provide a framework for enhancing your customer experience and provide practical guidance on how to bring them to life. These ideas can be adapted to your budget and industry to achieve brilliant results. And last, I'll review the eight keys to building stronger relationships with your customers. And if you have questions at the end I'll tried to offer as much specific help as possible.
PS, if you can’t make the live, free webinar, watch the replay as my webinar will be taped and archived so you can view it later. And follow @VzSmallBiz or fan VerizonSmallBiz to get a copy of my latest book titled "Surrounded by Geniuses" which offers even more ideas for unlocking the brilliance in yourself, your colleagues, and your company.
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