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The Program Organizations Are Implementing That Increases Customer Loyalty By 25 Percent

August 13, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

At Disney, we know that an individual customers overall experience manifests itself through a multitude of touch points; therefore, you must intentionally manage every aspect of that service experience. Organizations who fail to be intentional about managing even the smallest details risk that employees will simply improvise, providing a less-than-steller experience, which ultimately frustrates their customers.

New research further supports the benefits for organizations that implement programs specifically aimed at improving the customer experience. In an article from CRM Magazine, Expect the Unexpected from Customer Experience, the author writes that organizations that implement a customer experience program can increase customer loyalty by 25 percent. These organizations tend to make and save more money, generate greater value for their customers, and have the "intangibles" he writes.

Of course, the benefits of a well-designed and implemented service experience are not realized over night. The meticulous planning and organizing of your people and infrastructure to support your service processes often requires a long-term commitment to continuous improvement.

Service is the accumulation of “touches.” It’s not about any one triumph or tragedy, but rather the sum of many interactions over time.  For each customer, with each touch point, and in every interaction, your service experience should strive for perfection, and settle for excellence.


Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form




Posted in Quality Service | Tagged Excellent Customer Service, Customer Service Techniques, Customer Retention, Bruce Jones | 1 Comments


1 Responses to The Program Organizations Are Implementing That Increases Customer Loyalty By 25 Percent

  • Jim says:

    on August 14, 2013

    The intentional practice of avoiding transactional business behavior remains paramount in today's service world. As a mentor to new real estate agents I always suggest that their after-sale actions are never about the 80 yard touchdown pass. Zig Ziglar used to say "three yards and a cloud of dust". Service efforts during and after a transaction should remain consistent and constant and include elements of value relevant to your field. The final element is the art of remaining consistent without being invasive.


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