Susan Hoekstra
Author:  The Service Journey
Customer Service Expert

When you think about how much even one client is worth to you, how can you leave your customers' service experience to chance?  Following a 12-step strategy that:

  • establishes a purpose and vision for delivering excellent customer experiences
  • identifies key service standards that drive client loyalty
  • shares the secret to teaching all of your employees to deliver proactive service best-practices every time
  • helps you recover from a poor service experience in such a way that your clients are even more loyal than they were before they had a poor experience
  • measures, trains and rewards the results you want, 

your firm can have a distinct competitive advantage. 

Read The Service Journey, a step by step service strategy book

The Service Journey is available at

Turn customers into advocates. 

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