Across industries, you know that on the most basic level, providing good customer service is all about meeting customer expectations. But do you know what makes for excellent customer service? New research reveals that meeting customer expectations goes way beyond delivering products on time with a smile.
For their book First, Break All the Rules, the Gallup Organization’s Marcus Buckingham and Curt Coffman undertook an extensive survey of businesses–supposedly the largest ever conducted–and learned:
Not only do successful businesses build relationships with their customers–these relationships are founded on four types of customer expectations that need to be nurtured (and develop over time).