Archive for March, 2014


Perceived Level of Customer Service

Wednesday, March 19th, 2014

I just had a great reminder while I was vacationing on a cruise ship. Cruise ships provide a perceived or expected level of customer service. On board there were times when staff solved problems and delivered an adequate level of service but they didn’t deliver the expected level of customer service we had experienced on past cruises which left my group feeling left short. It likely has cost the cruise lines 6 customers who won’t use them again. The business lesson is to always deliver better than industry standard levels of customer service. You must beat the customers perceived level, not just provide a decent level of customer service.