In the “Distinct or Be Extinct” talk, Femi Adebanji shares unique customer service insights that sets successful organizations apart from the rest.

For consumers, it’s never just about the product, it’s all about the “experience that comes with buying the product”.

In a world where social media is integrated into our lifestyles, customers no longer just buy based on your advertising

They now base their buying decisions on what other consumers say about your brand, your products and most of all your service!

MAXIMISING CUSTOMER LOYALTY

Today, many businesses are experiencing a shrinkage in market share as they lose customers to their competitors. For any organisation to be profitable and successful, it must be able to keep its customers loyal.

To do this, it must not merely satisfy its customers but delight them in such a way that they keep returning to do business. Loyal customers are the lifeline of any business.

Making customers loyal to your products or services and turning them into raving advocates for your brand now means that companies must exceed customer expectations and deliver exceptional experiences to customers, consistently!

INTERNAL SERVICE EXCELLENCE

Organisations can only truly be effective in delivering exceptional service to their external customers if their internal customers are treated with the same standard of service.

Everyone in the organisation plays a key role – irrespective of whether they are front-line or not.

For instance, without ongoing support from internal business units such as HR, Finance, IT, front-line service staff would become extremely limited in dealing with external customers on an on-going basis.

Furthermore, there is the issue of culture that Femi Adebanji covers.

Delivering exceptional customer service experience is more than a series of steps of “how to guides”.

It ultimately comes to appreciating the customer’s desire to choose do business with your organization as opposed to your competition; and that appreciation is reflected by asking ourselves, “how do I deliver value to this customer?”.

Value is never about how a business perceives value, but rather how its customers perceive value.

When customers make a purchase decision, they are not merely looking to purchase a mere “product or service”.

They are constantly seeking value relative to the price they are paying.

Change is an inevitability that will face or take place within any organization and in today’s rapidly “changing” world,

Those organizations that do not know how to successfully navigate the change experience will lag their competition and even worse still, may ultimately fail.

Knowing how to successfully manage the change process is a powerful key for unlocking innovation and creativity within any organization; and embedding a culture of innovation and creativity within a business is one of the factors that set a business apart from the competition.

Furthermore, when organizations have the tools to embrace and adapt to change, this almost always results in new performance levels and consequently, business success.

• HIGH-PERFORMANCE CULTURE
• LEADING THE CHARGE
• EVERYTHING rests on leadership.