Again, your challenge is not just to improve. It is to break the service paradigm in your industry or market so that customers aren't just satisfied, they're so shocked that they tell strangers on the street how good you are.
About this quote
- What does it mean?
- To win, break existing service standards so customers are amazed enough to tell others.
- In plain terms
- Exceed expectations so much people tell everyone about you.
- What can you take from it?
- Shock customers with amazing service.
Where it applies
Putting it to work
Questions to consider
- How do you surprise your customers?
- Is good enough enough?
Another view
High expectations can make future service harder to deliver.
More from Jack Welch
Business success is less a function of grandiose predictions than it is a result of being able to respond rapidly to real changes as they occur.
Permalink to quote #14 An organization's ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage.
Permalink to quote #16 Business has to be fun. For too many people, it's 'just a job.'
Permalink to quote #13
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