Customer service excellence

customer service

Are you able to charge a premium 💰 because of your customer service excellence? Research proves customers are willing to spend more money driving strong #ebitda and #margins.

Waitrose & Partners is an example of service excellence – as Gosh Service Design says ‘ they have definitely nailed the service basics’, and because of that, customers are ‘prepared to spend more on my weekly shop’.

Do you have brilliant basics when it comes to service? To you have something memorable that sets you apart from competitors?

Today I was talking with someone about Virgin Atlantic and the ice lollies they used to give out when we watched the film the old fashioned way on one high screen for the whole cabin. Decades later we’re still talking about it.

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But creating guest loyalty shouldn’t be the remit of just one person. Everyone should be involved. It’s not just about sending out emails with discounts, it’s about embedding ideas that make people remember your hotel and love it.

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