Is Your Customer Service Promise Giving You a Long Nose?

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Chris Dellen

Last week, on a sweltering, sun-filled afternoon, I happened to be driving through a small town and noticed this hole-in-the wall restaurant… I couldn’t help but notice “FINE FOODS” emblazoned on the awning.

As a self-proclaimed food connoisseur I expert certain things when entering a restaurant that says they serve “fine” food.

Those things don’t include:

  • Being in a pole barn
  • Racing signs in the window that says “grab some buds”

It is easy to say that you serve fine food… it’s a completely different thing to deliver it.

Fine FoodsWhat is your customer service promise?

Only 3% of companies are customer-centric according to the Temkin Group.

What does that mean for the 97% of companies who have corporate vision statements similar to these?

  • “Our strategic vision is to achieve total customer satisfaction”
  • “Our Promise is to deliver exemplary customer service”
  • “We will treat customers as they wish to be treated”
  • “We measure our success by the satisfaction of our clients”
  • You get the idea...

Most organizations proudly promise that they deliver exemplary customer service.

  • Few measure the things that drive customer satisfaction.
  • Few build customer service into their culture.
  • Only 3% are truly customer centric.

If you truly want to be customer centric, here are a few questions that will begin to build customer service into your culture.

  • How many of our 4053 customers would recommend our products/services?
  • What is the incremental profit increase caused by a 1% increase in customer satisfaction?
  • What is your level of customer satisfaction by department?
  • What is your customer level of satisfaction by communication channel, i.e. phone, email, Twitter, self service?

What’s your action plan to improve those numbers?

Organizational priority is placed on things that are measured, discussed, and improved.

Is your organization customer centric?


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