Goals

What’s the difference between good customer service and a good client experience?

Many organizations and companies strive for good or excellent customer satisfaction ratings. While those are very good goals, they are low level steps. To leap your customer service to the superior or genius level, a different mindset it required. We need to focus on the Client Experience versus merely customer satisfaction.

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Adding value is as simple as taking that extra step…..

I was speaking to a fellow speaker (who was a developer from Germany). He was sharing that his company will be sending him to 15 conferences this year. I was amazed and impressed at the expense his company was investing in him. “Wow! Share with me what you are bringing back to them, that makes it worth their investment to continue to fund all these trips for you?” He looked confused. “I mean, what is there ‘return on investment’. What are they getting out of these funded trips. How are your trips accomplishing their business goals?”

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Adding value is as simple as taking that extra step….. Read More »

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