Sham Aziz is the Head of Customer Experience at Selfridges – leading luxury clothing retailer in the UK. In this exclusive episode, Sham shares his unrivalled insights into the world of retail, describing his simple yet effective formula for achieving great customer service.
Episode Summary
Sham believes that companies should focus on three key elements of customer service to achieve excellent customer experience: resolution, reputation, and retention.
The golden metric for any company is customer retention. Loyal customers are the backbone of any business, and positive feedback and recommendations from them can help build a great reputation for the brand. However, at the core of customer retention lies the product and services that effectively solve a customer’s problem. Great customer service acts as the glue that binds these elements together, making for an overall positive customer experience.
Sham’s formula for great customer service is simple, yet effective:
Resolution x Reputation x Retention = 🔥
This formula highlights the importance of these three elements in delivering an excellent customer experience that will keep customers coming back.
This article summarises podcast episode 74 “The Formula for Great Service” recorded by CX Insider. For more information, listen to the episode, or contact Sham on his LinkedIn profile.
Written by Marcell Debreceni