Though, he stressed, for him the term customer service doesn’t mean doing the normal, the expected. By it he means going far beyond expectations, to create an emotional connection with the customer, a feeling for the customer that they’re special to you and that you absolutely have their back: ”Where your success comes from customers is as follows: When you do for the customer everything you can do after you have done what you are supposed to do.
“Obviously, you’re supposed to deliver a product service or goods to the individuals who frequent your business, but there’s nothing that you’re going to create and deliver that’s truly new in this world. At most you are going to create another position, another angle on it. Once you figure out what this is, how are you actually going to be delivering on that promise?” If you’ve gotten people to buy into your brand or services, good for you, he says, but that’s just the start. Making sure they’re happy is the rest of it–and is what ultimately matters.
There are three reasons in particular that it’s valuable to create a superior customer experience, continues Daymond.