Customer Satisfaction 🙂 is not enough!
If you want to be known as a market leader and rated among the best worldwide then customer satisfaction alone is not enough.
What is Service Excellence?
Excellent service organizations create and add exceptional value to their stakeholders by understanding, satisfying, and exceeding their needs and expectations 😍. To achieve this it is essential to manage the whole organization around the customer/stakeholder and the experience offered. Organizations that know and do this will continually be successful 📈 and stay ahead of the competition.
What are the benefits of Service Excellence?
⭐ Competitive differentiation and improved financial performance through the co-creation of services with the stakeholders
⭐ Higher growth of service excellence and customer centricity reputation
⭐ Improved customer preference
⭐ Establishment and strengthening of long-term customer relationships (leading to a greater propensity to remain, repurchase, and recommend as well as reducing the churn rate)
⭐ Improved brand strengths including positive brand awareness
⭐ Better management of networks with subcontractors
⭐ Increased operational efficiency
⭐ Cost-saving potential in the long term (e.g. lower failure costs, easier sale conversions, and reduced advertising expenses for acquiring new customers)
⭐ An excellent employer brand (leading to improved recruitment opportunities, higher levels of staff engagement, and improved employee retention)
⭐ A better understanding of needs and expectations leading to improved stakeholder cooperation and engagement
The newly published standard ISO 23592:2021 „Service excellence – Principles and model“ describes the principles, elements, and sub-elements for creating outstanding customer experiences. It helps an organization to get a market leader 🚀 .
For more information please visit the website of our committee ISO/TC 312: https://lnkd.in/dXkZwmA