Comments on: Exceeding Customer Expectations Is Nice but Not Necessary

By: The Peak-End Rule and Customer Experience

The Peak-End Rule and Customer Experience — Mon, 31 Oct 2016 11:37:20 +0000

[…] In fact, trying to provide viral-worthy WOW moments is a bad practice and unscalable. Meeting and exceeding expectations consistently is the basis of all great customer service. […]

By: 154: Adrian Swinscoe, How to Wow

154: Adrian Swinscoe, How to Wow — Mon, 26 Sep 2016 10:29:48 +0000

[…] Customers That StickÂ® Post, Exceeding Customer Expectations Is Nice but Not Necessary […]

By: Adam Toporek

Adam Toporek — Mon, 22 Aug 2016 00:53:31 +0000

In reply to Shep Hyken. My pleasure Shep! It's always good to keep in mind just how amazing above average service, consistently executed can be. Appreciate you stopping by!

By: Shep Hyken

Shep Hyken — Sat, 20 Aug 2016 22:04:02 +0000

Adam, you are “singing my song” here. Thanks for the mention in the article. Delivering an over-the-top experience is great when the opportunity presents itself, but doing it every time is not practical. Just be a little above average… all of the time!

By: Adam Toporek

Adam Toporek — Mon, 15 Aug 2016 15:04:48 +0000

In reply to Steve Curtin. My pleasure Steve! Thank you for taking time to add your perspective. That's a great way to define customer service. I like the perspective of a "voluntary act," because it underlines the idea that every level and part of the organization must choose to be customer-centric and to provide great service.

By: Steve Curtin

Steve Curtin — Mon, 15 Aug 2016 14:12:39 +0000

Adam, thanks for including me in this post. Three years ago, I received an email from a blogger who asked for my definition of customer service. Here’s what I said: “Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.” The “if not delight” portion of this definition is a cue to service providers that, while admirable, it’s not realistic (or necessary) to delight every customer. As you have indicated, customers will reward those companies that provide a consistent, hassle-free experience with their loyalty, referrals, and future spending.