To improve the service experience your company delivers to customers, it’s important to first define what success looks like. You must answer the question “what do our customers really want from their service experiences?”
Over the last several years, I’ve seen an increasing number of B2B service organizations buy into the idea that communication, a soft skill, is an essential ingredient in delivering exceptional customer experiences and in turn, hard business results such as repeat business and word of mouth referrals.
Ira Busman, Vice President of Customer Service at Okuma America Corporation, shares his experience with The Daniel Group. According to Ira, “With The Daniel Group’s help, we’re now able to gather customer satisfaction and loyalty data on an ongoing basis, which helps us understand our customers’ needs and decide how best to serve them. We’re grateful for the team’s continued ongoing collaboration and hope our relationship continues to grow.”