Like many other businesses, the market place for Rolyn is very competitive. In today’s business climate, delivering excellent operational services and cultivating relationships with your customers is a critical part of rising above the competition. A study on the state of customer experience done annually by Forrester Research, showed that 89% of consumers stopped doing business with companies after a bad customer experience, and began doing business with a competitor.
In honor of the opening of our new Orlando Florida office, I thought I would draw on the knowledge of Walt Disney, who seemed to know a thing or two about customer service. Walt said, “Do what you do so well that they will want to see it again and bring their friends.” With customer expectations rising, now more than ever, creating the love between your company and your customers is critical. Great customer service drives customer loyalty, which in turn leads to repeat business.
What are some ways to provide positive customer experiences before, during, and after your service?
In today’s highly competitive landscape, your company must value your customers and understand that their satisfaction is going to be your biggest driver of success. Ultimately the success of a customer focused work culture will be result in an increased number of loyal customers, which in turn will lead to ultimate goals of profitability and growth.
2 The Disney organization takes customer relationship very seriously including having an annual Customer Experience Summit through their Disney Institute. “Why Attend? Learn time-tested models for designing and delivering a superior customer service experience from one of the world’s most trusted brands. Disney Institute Summits offer exclusive, insight-based methodology that empowers organizations, enables cultural transformation and helps create lasting change.”
3 White House Office of Consumer Affairs
Rolyn's PSA is a Priority Service Agreement that puts pricing, billing, and response logistics in place before services are needed. It allows you to make a decision about prices and capabilities before a disaster strikes, instead of in the chaotic midst of a disaster or emergency situation.