This customer service keynote speech from award-winning author Lisa Ford explains the importance of companies and brands making a strong commitment to high quality customer service. She begins her speech by remarking on today's high levels of inconsistencies in customer service across a wide range of industries.
She views customer service as something that requires immediate action as consumers will not wait around for a brand; they will move on and find a different company.
Ford argues that today's consumer is in full control of a business, brand or company. Because of this, it is imperative that daily execution of proactive and customer-focused behavior be carried out.
If products sell an experience, then customer service must be an experience that keeps customers loyal. Ford defines service as adding people to the product. She concludes her customer service keynote speech by stating that while one brand can copy the product of another brand, the service a consumer receives cannot be duplicated or replaced.