Ten Ways to Build a Customer Culture
Selling products is about more than just the products themselves. Companies that constantly land and keep customers cultivate a culture of service excellence that's practiced organizationwide. The book Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet (Evolve Publishing, available now, www.upliftingService.com) examines the components of this kind of culture. Author Ron Kaufman reveals a wide range of areas involving communications, leadership, metrics and other key factors to come up with the following 10 best practices. In many ways, delivering great service and building consumer loyalty is about constantly thinking the way customers think: anticipating how they make decisions and planning and responding accordingly. Kaufman is a speaker and author who specializes in customer service, with a consultancy, UP! Your Service, which has offices in the United States and Singapore.