Yvonne Bryant J ohnsoncustomers that is exceptional. In addition, s uccess is having a great
salary with benefits and providing leadership in an organization that
appreciates and values them.
A couple of additional definitions of success come from my
customers: success is being in a culture that supports people,
in novation, and b ig thinking. It is meeting revenue and performance
goals. Success is a world-class customer organization providing world-
class customer service.WRIGHT^
So, what does world-class customer service mean to you?
JOHNSON^
World-class customer service is service provided to customers that
is consistently o utstanding. It is a level of service that makes you feel
absolutely thril led to do business with the organization. World-class
organizations provide an experience for their customers that is simply
the best of the best—it is be tter than the best, it is beyond excellent, it is
outstanding!
You know world-class service: it is going to Walt Disney World
Resort and being purely delig hted in being there. It’s walking into a
Ritz-Carlt on Hotel and enjoying each and every step of your experience
fr om getting out of your car to checking into your room to enjoying a
meal. It is the beauty of a Four Seasons Hotel. It’ s the service offered at
Lexus and the employees who help you at Publix. It’s the culture at
Chick-fil-A and their continuous drive to improve the customer
experience. World-class organizations know what their customers
want. They exceed those expectations and they also treat their
employees with the same kind of respect with which they treat their
customers.
WRIGHT^
So what areas should l eaders focus on as they move their companies
to become world-class organizations?