Customer service expert John DiJulius said it is a fact that firms with high levels of customer service have a healthier corporate culture, lower employee turnover, higher customer retention, more referrals and ultimately make price less relevant.
Right now, tough economic times have resulted in corporate cost cutting, stock market crises, layoffs, and outsourcing to the lowest bidders. Mr. DiJulius declared customer service is at such an all-time low that if the experience is not horrible consumers are relieved!
He said it takes "world-class customer service" to create loyalty and brand evangelism."Companies who adhere to the philosophy that 'we are the lowest price; therefore good service should not be expected' are finding in - these times - this strategy is not creating a following.
"The bar is set so low by people's expectations that businesses today, have a truly fantastic opportunity to gain a superior competitive advantage. Whatever your business - retail, hospitality, or professional services - it has never been easier to exceed the customer's expectation by delivering a memorable experience. The companies that have realized this and make their value proposition 'service' are consistently seeing their return on income and maintaining longevity," Mr. DiJulius said.For more information about Mr. DiJulius and his ideas on customer service, go to
