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All right, let’s jump right in. Today,
we’re going deep on service excellence.
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Ooh, excellent. Yeah, and we’ve got some
pretty interesting sources. Lay it on me.
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Well, I’ve got some notes, of course.
Naturally. And there’s this blog post.
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Okay. From a luxury travel company.
Interesting. And then there’s some really
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cool research findings. Hit me. And they
all seem to be saying the same thing,
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basically. I’m all ears. Which is that,
you know, like, good service, just good
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service. It’s not really enough these
days. To cut through the noise, right?
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You’ve really got to stand out. Yeah,
exactly. So how do you make these, like,
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incredible experiences? Ones that, like,
really stick with people. The kind that
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keep them coming back for more. Well, I
think what’s really interesting is that
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we’re moving away from just transactions,
you know? Oh, yeah, for sure. It’s not
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just about the product or service anymore.
Right. It’s about the whole experience.
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Okay. Yeah. Like, how the customer feels
during the whole experience. The whole
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thing. You know, I think about those times
when you really feel valued as a customer.
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You kind of remember those. Makes you want
to go back. It’s like they get you. They
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get what you need. Yeah, exactly. Those
are the moments that build real loyalty,
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right? A hundred percent. And get this.
There’s a stat from McKinsey. Oh. They say
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70 % of buying experiences are based on
how customers feel. No way. Yeah. How
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they’re treated, you know. Wow, 70%.
That’s huge. It’s less about the stuff.
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It’s less about the stuff, the tangible
things, you know. Right. And more about
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the emotional impact. That’s really
powerful. Emotions are powerful stuff. So
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how do you, like, tap into that? Well,
this is where the four pillars of service
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excellence come in. Oh, okay. Tell me more
about these pillars. All right. Pillar
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number one. Customer centricity. Hmm.
Customer centricity. Really understanding
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what customers need. What they want. What
they expect. Right. And then exceeding
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those expectations. Got it. So, like, the
Ritz-Carlton. Yeah. They’re known for good
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service. Legendary, really. Yeah. They do
this thing. What? They actually give each
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employee a budget. A budget. To resolve
guest issues, like on the spot. Whoa,
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seriously? Yeah. They totally trust their
staff to make it right. That’s wild. So
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it’s more than just saying, like, the
customer’s always right. Way more. It’s
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giving your team the power to actually fix
things. I love that. It’s like walking the
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walk. Right. Actions speak louder than
words, for sure. So, on to pillar number
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two. Okay. This one’s all about
personalization. Okay. But with a human
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touch. Human touch. Interesting. Why is
that so important? I mean, think about it.
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Everything’s digital these days. Yeah,
true. It’s easy to get caught up in the
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automation and forget the human side. It
can feel impersonal. Exactly. And that’s
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where that personal touch comes in. So,
like, remembering a customer’s name.
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Exactly. Or knowing their preferences.
Okay, yeah. Tailoring solutions. Yeah. You
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know, making it feel personal. So it’s not
a one-size-fits-all approach. Not at all.
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It’s like… Remember that blog post from
the luxury travel company? Uh-huh. They
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talked about handwritten thank you notes.
A handwritten note. Really? Yeah. Such a
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simple thing. It is. But it makes a
customer feel like more than just a
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transaction. That’s true. In a world of
emails and texts… A handwritten note.
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It’s like, wow. It shows they care.
Exactly. Someone took the time to do that.
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It makes a difference. Okay. I’m sold on
that one. What’s the next pillar? All
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right. This one is seamless service
design. Seamless service design. I like
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that. What is that? It’s all about the
customer journey. Mm-hmm. Making sure the
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whole thing is smooth and enjoyable. So no
hiccups. Ideally none. Think of a company
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like Apple. Apple. Good example. Their
stuff just works, right? Right. They’re
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known for their intuitive design and user
-friendliness. Makes sense. People love
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Apple products for a reason. Yeah. It’s
just easy. Their whole ecosystem is
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designed to be incredibly user-friendly.
You don’t need a manual. Exactly. Things
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just work. And that builds trust. A
hundred percent. Mm-hmm. But let’s be
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real. What do you mean? Even with the best
designs, mistakes happen. That’s true.
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Which brings us to the fourth and final
pillar. Okay. Hit me. Service recovery
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excellence. Service recovery. So like what
happens when things go wrong? Exactly.
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It’s all about how you handle those
hiccups. Mm-hmm. Responding quickly. Mm
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-hmm. Apologizing sincerely. Yeah. And
genuinely trying to make things right.
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That makes sense. That makes sense. So if
a company messes up, they can still
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recover. Oh, absolutely. Yeah. In fact,
research suggests that. What? A well
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-resolved issue can actually lead to
stronger customer loyalty. Really? Than if
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the issue hadn’t happened at all. That’s
kind of surprising. It seems
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counterintuitive, but think about it.
Okay. Yeah. When a company goes above and
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beyond to fix something, it shows they
care. It builds trust. Like they’ve got
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your back. It can actually strengthen the
relationship. I like that. Any companies
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that stand out in this area. Tons.
Amazon’s a great example. Their return
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policy is amazing. Oh, yeah. You can
return basically anything. Hassle-free.
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They really understand how to remove those
friction points. It makes you feel good
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about shopping with them. For sure. And
that customer-centric approach. Yeah. It’s
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a huge part of their success. So we’ve got
these four pillars. They all sound pretty
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important. They really are. And here’s why
you should care. Okay. Why should I care?
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Well, Bain & Company did some research.
Okay. And get this. They found that.
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Customers are four times more likely to
leave a company. Four times. Wow. Due to
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bad service than because of price. So it’s
not about being the cheapest. Not
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necessarily. If your service is bad,
people will walk. Even if you have the
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best prices. It seems crazy. But, yeah.
Yeah. People value a good experience. So
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service trumps price. In many cases, yes.
Investing in service excellence pays off.
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Literally. Happy customers are loyal
customers. And loyal customers spend more
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money. It’s a win-win, like we said
before. It all comes back to those
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feelings, right? Totally. Yeah. That
McKinsey stat about how customers feel.
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70%. It’s all connected. So it’s not just
about happy customers. It’s bigger than
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that. Service excellence affects
everything. Oh, so. Happier employees.
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Makes sense. More innovation. Interesting.
And ultimately long-term success for the
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company. It sounds like it has a ripple
effect. It really does. It’s not just a
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department or some tactics. Right. It’s a
whole philosophy. That permeates the whole
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business. Exactly. So it’s about moving
beyond just the transaction itself. Yeah.
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It’s about connection. Mm-hmm. Creating a
more human experience. That’s a great way
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to put it. Service excellence is at the
heart of modern business. I like that.
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It’s the soul of the business. It’s sex
companies apart. Builds lasting
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relationships. It’s powerful. It’s not
just a nice-to-have. It’s essential. In
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today’s world, absolutely. Mm-hmm. And
that brings us to a big question. What’s
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that? How can businesses use technology to
enhance the human element of service? Ah,
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good point. Not replace it, but enhance
it. That’s the key. It’s about finding
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that balance. Exactly. Using technology
strategically to create better
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experiences. Yeah, yeah. Imagine
technology that anticipates your needs.
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That would be cool. Enhances those
personal touches that make you feel
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valued. I can see the potential there.
That’s the future of service excellence.
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It sounds like there’s a lot to
understand. There’s a lot to unpack there.
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I’m excited to learn more. Me too. It’s an
exciting time to be talking about service
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excellence. Okay, so we’ve talked about
these four pillars and why they matter.
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Yeah. But let’s see them in action. You
know? Right. Real-world examples.
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Absolutely. Let’s talk about companies
that are nailing this service excellence
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thing. Okay. Who comes to mind? Well, we
have to start with the Ritz-Carlton. Of
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course. The Ritz. They’re legendary.
They’re known for their incredible
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service. Mm-hmm. And their customer
centricity. Yeah. It’s next level. I know
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they empower their employees. Right. It’s
not just lip service. They actually give
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their employees the power to make
decisions. That directly affect the guest
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experience. Exactly. They don’t just talk
about it. They give them the tools and
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authority to make things happen. How do
they do that? Training, for one. Mm-hmm.
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Every employee goes through this
comprehensive training program. So they
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really understand the company’s
philosophy. Deeply. Yeah. And they even
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give each employee a budget. A budget?
Yeah. To use it at their discretion. Like
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what? To resolve guest issues. Yeah. Like
right then and there. Wow. So they can
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take ownership? Completely. Right. They’re
trusted to turn a potentially negative
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experience into a positive one. I bet
there are some amazing stories about that.
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Oh, there are tons. Like there was this
one employee who jumped into the ocean.
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Wait, what? To retrieve a guest’s
dentures. No way. Yep. Another one
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arranged for a private plane. A private
plane? For what? To deliver a kid’s teddy
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bear that they’d left behind. That’s
incredible. These stories, they’re
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extraordinary. Yeah. But they show how far
the Ritz-Carlton will go. To make the
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experience memorable. And positive. It’s
those little things, those extra touches,
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they make a big difference. Exactly. It’s
not just about the grand gestures. Right.
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Like that luxury travel blog we mentioned.
The luxury blog, yeah. They talked about
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the power of personalization. Yeah. Even
small details can have a big impact. They
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said something about handwritten notes.
Yep. In a world of digital everything.
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Right. A handwritten note. It’s old
school. But it’s so meaningful. It feels
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personal. It’s like a little gift. And it
shows they care. That you’re more than
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just a transaction. Like a real person.
That’s pillar number two in action, right?
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The personalization with a human touch.
Exactly. Yeah. Okay. Let’s move on to
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another company. Sure. Who’s killing it
with seamless service design? Apple.
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Apple, of course. Their products. Their
services. They just work. They’re known
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for being intuitive. Easy to use. You
don’t need a degree in computer science to
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figure them out. Right. That’s the beauty
of it. They’ve built this ecosystem where
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everything is seamless. I think that’s a
big part of their appeal. It’s a huge
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factor in their loyal following. Things
just work. You don’t have to fight with
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them. They’ve removed those friction
points that drive people crazy. But even
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with Apple, sometimes things go wrong.
That’s true. Nobody’s perfect. So how do
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they handle those situations? Well, that’s
where service recovery comes in. Think
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about the Genius Bar. Oh, the Genius Bar.
It’s a brilliant example of service
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recovery done right. I’ve always been
curious about that. It’s a different
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approach to tech support. It is. Instead
of the dreaded phone call or online chat,
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you can actually go in and talk to a real
person. A genius. Right. They diagnose the
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problem, offer solutions. They get you
back on track. Quickly and efficiently. It
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takes the stress out of it. It makes it a
more human experience. Exactly. Speaking
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of human experiences, let’s not forget
Amazon. Oh, Amazon. They’re the masters of
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service recovery in a way. How so? Their
return policy, it’s legendary. You can
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return pretty much anything. And it’s so
easy. They’ve made it completely hassle
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-free. I think that’s why I feel good
shopping there. I know if something’s
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wrong, it’s easy to fix. That’s the point.
They built this trust. Okay. So we’ve got
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Ritz-Carlton, Apple, Amazon, all different
companies, different industries. But they
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all get it. What’s the common thread? They
all understand that the customer is at the
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center. Customer centricity. It’s not
about grand gestures or spending tons of
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money. It’s a mindset shift. Exactly. It’s
about weaving service excellence into the
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very fabric of the company. It becomes
part of their culture. Their DNA. And it’s
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not just for big companies. Not at all.
Any business can embrace these principles.
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So how do we actually do it? We’ve talked
about the what. Now let’s talk about the
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how. I like it. Give me the actionable
steps. That’s what we’ll cover in the next
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part of our deep dive. Okay. I’m ready.
Okay. So we’ve explored these pillars,
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seen them in action. Yeah. But how do we
actually use this stuff? Right. How do we
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apply it? Our listeners, you know? In
their businesses, their careers. Even just
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as customers. Exactly. Because knowing
about it is one thing. Yeah. But actually
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doing something with it. Right. That’s
where the real magic happens. So let’s get
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practical. What can people do? All right.
Let’s break it down. First things first.
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Customer centricity. Back to the core. It
all starts with the customer. So how do we
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make sure they’re at the center of
everything? Yeah. How do you do that?
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Well, one simple but powerful way.
Feedback. Oh, feedback. Yeah. But I don’t
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just mean waiting for complaints to roll
in. Right. You’ve got to be proactive.
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Okay. So like surveys. Surveys are great.
Online reviews. Okay. Even just talking to
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your customers. Like casual conversations.
Exactly. Just asking, hey, how are we
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doing? What can we do better? Yes. It’s
about creating a dialogue. Making people
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feel heard. Showing them that you care
about what they think. Yeah. But here’s
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the catch. What’s that? Getting feedback
is only half the battle. Right. The real
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key is what you do with it. You’ve got to
act on it. Exactly. Use that feedback to
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guide your decisions. So like making
changes based on what you hear. Adjusting
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your processes, improving your offerings.
It’s like a continuous learning process.
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It’s a continuous loop. A cycle of
learning and adapting. Always evolving.
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Always striving to get better. Now let’s
talk about employees. Okay. Employees.
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Yeah. Remember the Ritz-Carlton example.
Empowering their staff. Exactly. Empowered
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employees are crucial to delivering great
service. Makes sense. So training is
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important. Investing in training is key.
Give your team the skills they need.
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Communication, problem solving. Customer
service, best practices, all of that. And
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then like the Ritz, you give them the
power to act. Autonomy is huge. You give
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them the power to act. Let them make
decisions, take ownership. It shows you
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trust them. And when employees feel
trusted. Take this step up. They go above
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and beyond. And it creates a better
experience for everyone. Speaking of
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everyone, what about communication within
the company? Oh, internal communication is
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just as important. So everyone’s on the
same page. Everyone needs to understand
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the company’s commitment to service
excellence. From the top down. From the
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CEO to the front line. It has to be a
shared vision. A company culture. Exactly.
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And speaking of alignment, let’s circle
back to technology. Okay, tech. We talked
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about finding that balance, right? Human
touch versus automation. It’s a tricky
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one. So how do we get it right? Well,
think about it this way. Technology should
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enhance the human element, not replace it.
Okay, so use it strategically. Right. Like
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AI can be great for personalization. Yeah,
I’ve seen that. Streamlining processes,
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offering proactive support. Like those
chatbots. Chatbots can be helpful. But
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they can’t replace human interaction
entirely. There needs to be that option to
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talk to a real person. Absolutely. It’s
about finding the right mix. And never
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underestimate the power of those small
personal touches. Like remembering a
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customer’s name. Or sending a handwritten
thank you note. It’s the little things.
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They go a long way. Yeah. Service
excellence, it’s not a one-time thing.
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Right. It’s a journey. Always striving for
better. Always learning and growing. And
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adapting to what customers need. It’s a
challenge. It is. But it’s a rewarding
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one. Because when you prioritize the
customer experience. What happens? Good
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things happen. You get happy customers,
engaged employees. Yeah. Innovation.
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Ultimately a stronger business. Yeah. It
all comes back around. It does. So as we
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wrap up today, I want you to think about
something. Okay. What does service
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excellence mean to you? Personally? Yeah.
How can you embody these principles in
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your everyday life? Whether you’re the
customer or the customer. Or the one
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providing the service. It’s a good
question to ask ourselves. Right. Because
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it’s bigger than business. Right. Service
excellence is about creating a more human
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-centered world. I like that. Where we all
care a little more. And that’s something
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worth striving for. Well said. And that
brings us to the end of our deep dive. I
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hope you enjoyed it. Thanks for joining
us. We hope you learned something new. And
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that you’re feeling inspired to create
more exceptional experiences. In your own
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lives and in the world around you. Until
next time. See you then.