How would you define excellent customer service?
The Guest does. Or the Customer does.
That’s the entire point.
YOU don’t define how well you treat me. I do. The customer. Because it’s MY needs, wants and desires that I’m interested in having satisfied.
Business people think they need to define what excellent CS/CX is, which leads to transactional thinking and definitions, based solely on how they do (or want to do) business and not how the customer lives his life.
Are You Ready For
The two choices you have are: To step forward into growth or
remain in your death spiral.