Customer Service

Category Archives: Customer Service

Customer Service 2.0

In the crowded business world of today, it seems like everyone has to work harder than ever before just to get noticed. And now, anyone with an internet connection has the ability to become an instant expert in just about anything. It’s increasingly important and, at the same time increasingly difficult, to establish a genuine point of difference. Let’s play buzzword bingo for a minute using the most common ‘differentiators’ out there: Operational Excellence – “No-one delivers the service like we do” Product or Service Expertise – “We know the most about the thing we sell” Innovation and Forward Looking Approach – “We are constantly looking for ways to do things differently” Customer Service – “We focus all of our attention on our customer” Let’s get something straight. None of the above count as points of difference. Not these days. Now, they are merely the minimum expectations every potential customer has in their dealings with…


“Customer Intimacy” – ESP’s long-term Value Proposition

Here at ESP Solutions Group (ESP) we’ve been thinking a lot lately about ways we can articulate our value proposition to our customers or potential customers. The idea that companies succeed by selling value is not new. What IS new is how customers define value. Today’s customers have a broad concept of value that includes convenience of purchase, after-sale service, dependability, and so on. This is in contrast to the days of old, where customers judged the value of a product or service using a combination of quality and price. So one might assume then that to compete today, companies have to meet all these different customer expectations? Turns out that this is not necessarily the case. In their best-selling book The Discipline of Market Leaders, Michael Treacy and Fred Wiersema explain: Adhering to one “Value Discipline” is key “Companies that have taken leadership positions in their industries in the last decade typically have done so by…