Significant Stat: Customers’ Time
77% of customers surveyed say that valuing their time is the most important thing a company can do to provide them with good online customer service. (source)
Advice from Joe Quitoni, Corporate Director, Culture Transformation at The Ritz-Carlton Leadership Center:
Today many—if not all customers in any business—feel that if a brand values their time, they are getting meaningful worth and are willing to pay for it. One of the keys to creating value for customers is through providing and ensuring fast access to knowledge of the brand. At The Ritz-Carlton, our Ladies and Gentlemen go through an extensive on-boarding process to ensure that we are providing our employees with all of the necessary tools and resources to assist our guests. However, having the answers to customers’ questions is only half of the equation. A second key that adds value is convenience. How easy an organization makes it for a customer to interact with them can be a determining factor in creating brand loyalty. Once those non-negotiable terms are met and are coupled with an experience that is personalized, we have the ability to turn any interaction from satisfaction to engagement, creating value for all of our guests. ∞
The Ritz-Carlton Leadership Center offers advisory services, courses and presentations to organizations that wish to benchmark the award-winning business practices of The Ritz-Carlton. Your organization can learn about The Ritz-Carlton methodology for customer service, employee engagement and leadership development. We also guide organizations through a multi-step process in order to achieve sustainable culture transformation.