Question: How do you measure the success of a corporate culture shift from doing business by transactional model to customer service based?
Anyone who says that the success is measured by money is still using the "transactional" method, which means your Customer-service based approach has failed. Money is a lousy way of keeping score.
So how do you measure? Ask your customers. If they're happy and continuing to do business with you then it's working. Let's not make this whole approach to customer service so difficult that you have to re-write the book on changing a culture.
Whatever happened to people serving people? It is NOT more difficult than that so stop making it difficult. Here's how simple it really is. Be human. Wear a smile. Say thank you. Price fairly. Offer good quality. Make it easy. Keep your word. Be honest. Tell the truth. (Only 2 of these have anything to do with the product.)
If that's not your current model then you're doing it all wrong. And it would be my pleasure to help change your attitude on it.
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