At Zappos, customer service starts at the top. Like Zappos, another example of customer service leadership is ISM-BC. Gary Rasmussen built ISM-BC from a start up to $500M in revenue on customer service excellence. He writes:
“I have not found a success story about service where the leader was not totally committed to customer service and ‘walked the talk’. When that happens the rest is magical.”
Gary continues:
“As a basis for the service ethos I used a couple of books. ‘Fabled Service: Ordinary Acts, Extraordinary Outcomes’ by Betsy Sanders was required reading by all the management team and the story of Jan Carlson and SAS as related in the book ‘At America’s Service’ seemed to me to epitomize the logical consequence of a true service oriented organization.”
If you are a leader who believes in customer service excellence are you 100% committed?
