Customer service (still) matters - build your brand

It goes without saying that with competing companies providing similar product at a similar price, the main differentiating factor in business today is customer service. Customer service should not simply be as a ‘nice to have’ but literally as a lifestyle. It is about making people feel good - making their day, making a difference. Today’s customer is different, informed and with challenging needs and expectations – in fact to state the obvious, they have a choice! At the end of the day whenever you take the customer’s viewpoint (I’m afraid the customer is always right), you are that much closer to success in building up that customer’s relationship - and ultimately their loyalty. I have received great customer service from places like the Orange Shop at the T-Mall, my barbershop where it (the service) literally goes to my head, the marketing lady at Equity Bank NHIF building and the guys at the Ericsson shop at Sarit. Do you give your customers great service or is there room for improvement? What makes your customers use your services over and over again?