Di Bella Coffee has been awarded the winner of the 2014
Telstra Queensland Business of the Year. Phillip
Di Bella’s objective was to create a company with an unwavering dedication to
exceptional customer service and a commitment to delivering consistent quality coffee
at competitive prices. Di Bella quoted exceptional customer service, as
one of the reasons why this business won this award. There is a clear link between the success of this business and their passion to deliver exceptional service. It goes further. Di Bella Coffee embraces social media to engage with customers and
re-sellers, share news and build the brand on a daily basis. Their Facebook page has over 24,000
fans.
Social media has shifted the balance of power from companies
to consumers. Customers can share their experiences online and build or break
the reputation of businesses instantly. The viability of companies who do not embrace
social media, because of inconsistent customer service may be in question. Direct
links have been found between customer satisfaction and the financial
performance of companies. Customer satisfaction is used in some countries to even predict the future strength of industries. Organisations need to keep a constantly measure and keep a constant eye on customer satisfaction levels as this acts as
a predictor to financial performance.
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