Have you ever stopped to think, "Why is customer service vital to a business? What's its true purpose?" I obsessed with this at Naked Wines until we settled on the simple answer - REPEAT BUSINESS. Once we pinpointed this, we transformed every customer interaction into an opportunity to ensure their return. Our customer service team understood their ultimate purpose and could measure their value and success, and we could shift from seeing service as a cost of business and more as an investment with return.
Now, diving into the world of Coaching and Education with SLOCOACH, I find myself asking a similar question: "What's the key reason for Coaching?" And I we've settled on a single answer - PARTICIPATION!
