- Hiring the Right People and Empowering them with the Best Processes
- Employees given Ability and Authority to make Judgment Calls to Resolve Customer Issues
- Understand Customer Differences to offer the Right Products through the Right Channels
- Consistency in Branding and Delivery of the Service Experience, particularly across channels & customer touch points.
The study also reveals dramatic information about the impact of customer service on repurchase intentions:
Are you simply pleasing your customers or delighting them? What are you doing to train customer service staff to bridge the gap between pleased and DELIGHTED?
JD Power Customer Service Champions