Читать книгу The Experience - Loeffler Bruce - Страница 8

As mentioned in Chapter 2 , our independent study of more than 500 U.S. organizations found that more than 60 percent of all customer service provided in America is average or worse (Toxic). Consumers are tired of paying for mediocrity that could easily be improved with a modicum of effort on the part of leaders and employees who care. We have discovered that every store, supermarket, car dealership, hospital, fast-food restaurant, hotel, airline, financial advisory firm, bank, and church fits into one of five levels of the Experience hierarchy.

As mentioned in Chapter 2, our independent study of more than 500 U.S. organizations found that more than 60 percent of all customer service provided in America is average or worse (Toxic).

Every executive, every manager, and every employee needs to clearly understand what level of service and Experience their organization provides and why. Once they have identified the what and the why, the next step is to develop a plan of action to take their service and business to the next level. It is not a quick fix or an easy problem to rectify, but that is precisely what The Experience book was built to help you do.