Outstanding customer service is not a regular occurrence, but when it is shown it blows its competition out of the water.
I received this message the other day, and straight away was astounded at how nice it was for Medibank to offer such a service, and by making it so easy for their customers to receive their Statement of Benefits.
Medibank do not need to offer this service, however they know that by doing so they are going beyond their customers expectations. Nowadays, in such competitive markets, just meeting customers’ expectations might not be enough to keep them coming back. Something as simple as Medibank’s message, will give the customer reassurance that they are with the right company.
What have you done recently that exceeded your customer’s expectations?”