Products are products and prices are prices these days. Customers care about much more than the quality of the product and the price. Today it is about the quality of the service and customer experience. Companies are increasingly investing in service and experience as they understand that it is a differentiator that makes them competitive. They are also seeing that it contributes to their growth and customer retention. Every business, whether small or large, from manufacturing to service, is investing to improve their business experience because customer experience is a key differentiator to business competitiveness, loyalty and retention.
Customers Have Expectations
Customers today have very high expectations when they want a product or experience from a business. They expect service excellence: fast response to their requests and issues; effective communication; quality service that meets their needs and expectations; and consistency. These expectations do not simply disappear or go unmet because a friendly customer care representative has greeted them. They need service managers and leaders to organize effective service systems, teams and customer care representatives, and processes that consistently meet customer expectations.
The Connection Between Customer Experience and Service
High quality service and a positive experience are critical to customer retention and satisfaction, customer loyalty and trust. Businesses are seeing the impact of better customer experience on customer loyalty and retention and are investing to improve their service. Customer service can also have a positive impact on the business by improving productivity, reducing errors and improving business consistency and quality.
Developing the Skills of a Good Service Manager
Service managers need to understand their customers and know what services they will provide, the resources and capabilities they need, as well as the quality of the services, to meet the requirements of their business and customer. The need for service and experience management skills has also grown. The service and experience skills of service managers and leaders have become an essential competency across almost every business function and organization, including retail, banking, hotel and hospitality, telecommunications, healthcare, finance, and the technology industry, among many others. A service and experience management skill set is increasingly sought after by employers, creating opportunities for those who understand the customer and service requirements in business.
Service managers are a key resource for any business that provides products and experience. They have the knowledge, understanding, skills, resources, and capabilities to meet their customers’ expectations for service and quality, and drive a business forward as a leader.