Experiencing World Class Service Excellence
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benefits of tangibility that are missing in most services contexts.
In the suburb of Dallas that Sewell are in, they have three substantial showrooms and workshops in a matter of say 500 yards – a saturation strategy.
Some Delegate Comments
Need to continue to innovate. Differentiation is always key. Understand the subtleties of your market
Environment is important – it helps to attract good staff and encourages custom
Engineer the total bundle of benefits to deliver superior customer experience.
The Ten Commandments of Customer Service
1. Bring em back alive
Ask Customers what they want and give it to them again and again
2. Systems, not smiles
Saying please and thank you doesn’t ensure you’ll do the job right
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