Considering the service you provide from the customer's perspective is vital when creating an excellent customer experience.

Seeing things from the customer’s perspective increases your chances of delivering a fantastic service. So how do customers define an outstanding service? Poor service occurs when the experience is worse than expected, such as being rude when a customer expects you to be friendly. Good service occurs when customers’ expectations are met, such as being friendly when a customer expects you to be friendly. Good services aren’t memorable, though. Memorable service exceeds customers’ expectations. For example, customers expect you to be friendly, but you put in extra effort and create “moments of wow” by offering a more personal service. Consider the last three customers you served and reflect: ✓ How did they feel after the experience? ✓ Did you meet their expectations? ✓ Did they get disappointed? ✓ Did you exceed their expectations? Answering these questions will help you evaluate how to improve your service quality and distinguish yourself from your competitors. Photo by Adam Winger on Unsplash