Everything can affect customers—from the paper stock the company uses to its policy of returning phone calls to how lawyers and employee’s welcome new customers and say goodbye to departing ones. Even small things can make a difference—such as the quality of coffee, the effort made to make a customer feel welcome, the attitude of a law clerk and the images on the wall. click over here consider the post
Sophisticated marketing specialists take a great deal of effort and time to examine the main contact points of a company. An indicator of the general health of the company is the quality of the customer’s satisfaction relative to a particular point of contact. A great deal of marketing consists of translating these ordi-nary points of contact into positive customer experiences and shaping them. Changing the point of contact to be more consistent with the satisfaction of the customer will certainly improve the quality of the service your company provides, but it will not, on its own, bring about a fundamental change in the service quality of the company. The company must examine its innermost core for this—the primary leadership and the inspired principles on which these leaders depend when constructing the character of the company.
You can transform your business from ordinary to extraordinary only by reaching this level of profundity. Only as good as the quality of service that speaks through them are the contact points. Service must be a direct expression of the values of the company, made real through the entire company’s language and actions. Every point of contact becomes an expression of its distinctive brand of service when the actions of a company are an expression of its inspired values. But the idea of service must originate from the core of the inspired values formulated by the top leadership of the company.