What is Service Excellence and why is it such a big deal?
Learn more about this key hospitality ingredient with EHL’s definitive guide to Service Excellence: from Service Design to Service Recovery
According to a study by McKinsey, 70% of buying experiences are based on how customers feel they are being treated.
This means that a large percentage of business success stems from how a customer is made to feel, not just how happy they are with their purchase or service. In today’s experience economy, customers not only value but expect exceptional service – and they will reward or punish for the quality of how they are served with their spending choices. In fact, according to Bain & Company, a consumer is four times more likely to buy from a competitor if their issue is service-related rather than price or product-related. Any company unable to respond to their needs, expectations or compensate for unfavorable experiences, might as well wave goodbye to any hopes of customer loyalty and re-engagement.
From service design to service recovery, here is your guide to achieving service excellence.