This is more than customer service. This is confidence creation. Confidence comes from trusting a company. A company’s product has to work, its people have to create a great service experience, and it has to be consistent. It has to be good all of the time, not some of the time. The goal is for the customer to “own” the experience. And when that experience is consistently better than average, the company is operating in the zone of Amazement. American Express has amazed me!
(Copyright ©MMXII, Shep Hyken)
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