John DiJulius | Customer Experience Blog


You want Customer loyalty? Be brilliant at the basics
May 25, 2016, 6:24 am
Filed under: Customer Service
Customer Bill of Rights – Burden of the brand

World-class service companies have what I like to call a “Customer bill of rights” that every person in that organization clearly knows and follows 100 percent of the time. Would you ever expect to see a Disney cast member, in full uniform on break, chewing tobacco and spitting on the ground near the front entrance where guests are walking by? Doubtful. Or would you ever think a Ritz-Carlton employee, when asked for directions to the ballroom, would give a response like “I don’t know, I work in housekeeping”? Highly unlikely! One of the most effective ways to elevate your company’s Customer service level is by instituting your own Customer bill of rights.

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