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What is the key moment when your customer forms their opinion about your organization? It’s ALL the moments!
Whether they are aware of it or not, your customer is constantly evaluating their experience with your company. And everything they see, hear, touch, smell, and feel contributes to the opinion they’re forming.
So how can you influence that opinion… and ensure that your customers are delighted?
You and your team need to evaluate every element of the service experience (no matter how small!) through your customers’ eyes; generate new ideas to improve perception points in that experience, and implement those new ideas.
When you do that for everything your customers perceive during the service transaction…You create an experience your customers will RAVE about.
#customerservice #customerexperience #customer #businessgrowth #businessideas
Ron Kaufman is an expert in Leadership Training, developing Customer Experience, and Customer Service Culture. He is also a renowned Keynote Speaker and New York Times Bestselling Author for the book “UPLIFTING SERVICE".
Ron and his team deliver powerful insights and global best practices, enabling organizations to gain a sustainable competitive advantage through service excellence. The methodology developed by Ron over decades includes a proven architecture of service principles, leadership rules, and internal service culture that apply across all industries and cultures.
For decades Ron has been leading a business consultancy that helps companies on every continent build a positive culture of uplifting service to deliver real business results. He focuses on creating productive, uplifting service experiences to inspire your customers, energize your team, and transform your service game.
Notably, Ron has uplifted teams at Google, Harvard Business School, Singapore Airlines, Changi Airport, General Motors, Johnson & Johnson, Coca-Cola, Marina Bay Sands, LUX* Resorts, Microsoft, PWC, FedEx, BMW, Adecco, American Express, JP Morgan, and more.
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