Channel Eye has joined forces with Royston Guest, leading Business Growth Coach and CEO/Founder of Pathways Global, in our column, ‘Ask the Business Coach’.
Every business should set about defining how they intend to treat their customers – their ‘ultimate customer service experience’. Often, businesses overcomplicate how they serve their customers, adding processes which do not add value. Avoid this by understanding what your customers want, need and care about.
Three key takeaways
- Differentiation comes from your people, your culture, and your customer experience.
- Understand what your clients value in their relationship with you.
- Know what your clients are prepared to pay for.
Episode timestamps
- [0.45] Customer service is one of your key battlegrounds in the marketplace for creating differentiation. Clients can copy your products and services, but they can’t copy your people, your culture, and the customer experience that those two enablers create.
- [1.35] You can over-engineer or overserve your customers. You can provide a high cost-to-serve model to customers who don’t need it, or more worryingly don’t want it.
- [4.16] Understand what your clients value in their relationship with you. For example, face-to-face or remote relationship management. Know what they are prepared to pay for, want and need.
Do you have a question for the Business Coach?
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