Good Customer Service is a differentiator

June has been a month of being out and about, and away from my desk. I came face to face with #CustomerService, or the lack of it during this time. Suffice to say that the pandemic has and continues to challenge #businessplans and by extension #budgets. The landscape has shifted, and we must make a choice on how to stay #relevant and to do business in a profitable way. The simple math is: Paying customers = #Revenues Price Waterhouse Coopers in a research shared that a customer is willing to pay a premium of upto 16% for good customer service. Therein lies a USP (unique selling proposition), a #differentiator. So why did I experience the lack of Good Customer Service?

Lessons Learnt:

1. A live Business Continuity Plan (#BCP) is fundamental.

2. Cascading of the objectives to all #stakeholders is key.

3. Continuous #feedback will give you the true situation on the ground.

4. Good Customer Service is a differentiator.