Great Service versus Creating Experiences

There is a HUGE difference between delivering great service and creating experiences.

I see companies all the time that are delivering good service (not even great service), and they tell me that they are delivering exceptional experiences.

They also tell me everything that they do is “5-Star” when in my world, it’s just standard, polite, base-line service.

Yesterday, I kicked off our virtual course series with a condensed “5-Star Service” primer, and we discussed what the modern consumer wants from 5-Star Service and the critical components that must be present in every interaction, every time, from every employee.

There is one in particular that almost everyone misses, and it’s the SINGLE biggest difference maker between ordinary pleasant service and extraordinary 5-Star Service.

Any idea what it might be?

Hint: Using someone’s name, being friendly, handling their request quickly and completely, and using good manners is NOT enough for 5-Star service.

The definition of 5-Star Service is not what it was thirty years ago, and yet most people are still delivering it that way.

Are your customer surveys asking the right questions that capture the new criteria of today’s 5-Star Service? Otherwise, your “5 Star” results aren’t actually 5-Stars at all..... and your customers know it.

Next week, we start on the science and art of WOW, and I’ll be sharing our new research on how to identify, create, and scale WOW moments that matter. But it all starts on a platform of exceptional service!