Going the extra mile makes the difference between an average customer experience and a fantastic customer experience. This is what can give your company a keen market advantage over its larger competitors and attract new clients at the same time. As the owner of a small or medium-sized enterprise (SME) you might not be able to offer your products or services for the same low price as the larger players, but you can offer added value through your personal service.
By setting high standards, recruiting top talent for your customer service and encouraging your staff to go the extra mile, you are building up the reputation of a company that really cares about its customers. These efforts will pay off in greater customer loyalty, positive word-of-mouth advertising and new customers.
In the guide The Extra Mile…Starting a Service-oriented Company (Only available in Dutch: Net dat beetje meer... Een servicegericht bedrijf oprichten) you can read how to create a service-oriented company culture by hiring the right people and also offering additional training to the service top talent already present in your company.
"Get to know your customers as well as you can. So well that you can tell them what they want before they know it themselves." ~ Steve Jobs, Apple
* SME are small and medium-sized enterprises with less than 250 employees and with a maximum annual turnover of € 50 million or an annual balance sheet total of € 43 million (as determined by the European Commission).