Last week on Twitter, @ianjprobert
reiterated a foundational service principle at Disney:
“The importance of the guest experience can be summed up in two words: everything speaks
The thought behind the quote is simple, service is manifested everywhere your organization touches the customer. Those touch points might include the cleanliness of your storefront, the friendliness of your staff, even the smell your customer associates with your organization will affect their perception of your brand.
So, how do you make sure each touch point is inherent of the level of service you wish to provide?
• Understand that exceptional service requires meticulous planning
• Develop a map indicating each customer touch point
• Organize your people and infrastructure to support your design
What seemingly small details (or touch points) make a difference to you as a customer? What did those details convey about the organization?