Customer experience matters

People’s expectations are changing: they are becoming more discerning and more demanding.

It doesn’t matter whether we are in the lobby of a five star hotel or the entrance of a bank, we expect the best possible service.

People no longer compare like to like but instead focus on the experience, irrespective of the product or service that is in question.

And this has implications for any business and any facilities management team. The product or service might be better than obvious competitors, you may offer a lower price or specialist expertise, but if the customer does not have a positive experience then they will not return.

Competitors are now anyone with whom your customers have a comparable experience with. Improving the customer experience will generate revenue and save costs. ​

Quite simply, if you fail to get the customer experience right then you fail as a business. And it's up to facilities management teams to support their business in creating an excellent customer experience.

Written by Jane Streat, Head of Client Services at Lexington Reception Services

Find out more about Lexington by viewing their company profile, here.

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