Summary
Anyone who is a fan of Hulu original show The Bear can appreciate just how difficult it is to create incredible customer experiences. Michelin star restaurants are renowned not just for their cuisine, but for exceptional customer experience. This includes a blend of precision, personalization, and service artistry but we’ll get into that later.
Consumers today expect more but are getting less. 64% of consumers say customer experience (CX) is more important than price when deciding which brands to support.
Patience is at an all-time low as well. Two-thirds of customers now rank speedy replies just as important as product pricing, making responsiveness essential.
Proactive support is the new baseline, meaning in 2025 it has become an expectation that brands reach out to fix issues before they escalate. Instead of waiting, businesses now have to seek feedback and solve challenges even anticipate pate ones that have yet to arise. This is also a big reason why it’s getting harder for consumer facing industries.
If your business can get good at customer service, there is a direct impact on financial success. Survey from Custify had 84% of businesses that invest in improving CX have boosted their revenue, and 95% increased customer loyalty. Retention drives profitability. Customers who receive exceptional experiences are likely to spend 140% more than those with poorer experiences. People trust a company more if it’s easy to do business with, and even a single bad service experience can prompt them to leave for a competitor.
Why + How
Why focus on customer experience?
Improving customer experience is fundamental to sustainable business success. Delivering outstanding customer service is not just a “nice to have” it’s crucial for growth, profitability, and is fundamental to business success. The meme “few understand” comes to mind.
Customer Retention & Loyalty:
Satisfied customers are far more likely to return, make additional purchases, and recommend your business to others. Retaining existing customers is significantly more cost-effective than acquiring new ones, and loyalty drives steady revenue and resilience.
Brand Reputation
Positive interactions foster strong brand reputations, generating referrals and positive reviews, which can be more valuable than paid advertisements. Exceptional service can become a differentiator, especially in competitive markets or for small businesses.
Increased Revenue
Loyal customers tend to spend more and are more open to upsell and cross-sell opportunities. Consistently great service boosts conversion rates and overall profitability.
Competitive Advantage
When products and pricing are similar, customer service becomes the deciding factor. Businesses that deliver memorable experiences stand out and win long-term relationships.
Reduced Churn
Resolving issues quickly and efficiently can turn dissatisfied customers into loyal advocates, minimizing the risk of negative reviews and lost business.
Employee Engagement
Companies with a strong commitment to customer service often see higher employee satisfaction and retention since workers feel their efforts have meaningful impact.
How to improve customer experience?
By consistently focusing on quality of the customers experiences and seeking every opportunity to exceed their expectations, businesses can build enduring loyalty and strong reputations in any marketplace. We’re sure that Jeff Bezos has a few videos on the matter.
Understand and Anticipate Customer Needs
- Listen actively: Collect and use feedback from customers to understand expectations and pain points.
- Personalize service: Address customers by name, remember their preferences, and tailor solutions to individual needs.
Empower and Train Employees
- Ongoing training: Ensure staff have product knowledge, soft skills (such as listening and empathy), and problem-solving capabilities.
- Empowerment: Allow staff to make decisions to resolve issues promptly, without needing multiple approvals.
Omnichannel Support
- Seamless transitions: Integrate communication channels (phone, email, chat, social media) so customers don’t have to repeat themselves if they switch from one to another.
- Consistent experience: Ensure the brand voice and service quality are uniform across all channels.
Culture of Continuous Improvement
- Regular reviews: Audit service processes, seek out inefficiencies, and be agile in updating procedures to better serve customers.
- Encourage innovation: Reward new ideas that improve service, both from frontline staff and customers themselves.
Set Clear Standards. Deliver on Promises.
- Define and communicate service standards: Make it clear what customers can expect, and consistently meet or exceed these standards.
- Match service to advertising: Be sure offers and promotional messages are realistically deliverable so customer expectations are aligned.
Show Appreciation. Build Relationships.
- Recognize loyalty: Celebrate customer milestones, send thank you notes, and consider loyalty programs to keep customers coming back.
- Follow up: After a service incident or purchase, reach out to ensure the customer is satisfied and see if further help is needed.
Leverage Technology
- Use digital tools and CRM systems to personalize interactions and manage customer histories.
- Analyze feedback and service data to spot trends and proactively address issues before they escalate.
Top Tier
In our opinion, there is nothing more top tier than a 3-star Michelin restaurant. We believe that every business can find ways to improve by modeling these providers of near-unmatched service.
Anticipating and Personalizing Needs
Staff are trained to observe and remember customer preferences, proactively refilling drinks, adjusting service pace, and accommodating special requests or allergies without guests needing to ask. Personal touches, such as celebratory gestures (complimentary items for special occasions) or custom menu adaptations, make customers feel uniquely valued.
Impeccable, Attentive Service
Every detail is considered: greeting guests warmly, minimal wait times, attentive table service (e.g., folding napkins, bread crumb removal), and explaining each dish’s story or ingredients. Service is seamless and non-intrusive; staff coordinate behind the scenes to maintain a calm and luxurious experience.
Making Guests Feel Welcome and Unrushed
Guests are made to feel like family through genuine, warm interaction and adaptability to their communication style or language. There is no rush to turn over tables, allowing guests to enjoy the experience at their own pace, reinforcing a sense of exclusivity and comfort.
Exceeding Expectations
Staff go out of their way to provide surprise-and-delight moments, such as offering something unexpected (amuse-bouche, tailored dishes, or handling off-menu requests) to create lasting memories. When issues arise, resolution is immediate, generous, and transparent—turning mishaps into opportunities to build loyalty.
Empowered, Expert Teams
Employees are trusted to make decisions that benefit guests without bureaucratic delays, often having the freedom and training to resolve issues on the spot. Continuous feedback loops between staff and guests help maintain high standards and allow rapid adaptation to changing expectations.
Lessons
Adopting the principles and policies that will allow your team to anticipate needs, exceed expectations, empowering teams, and obsess over details will go along way to elevate your business from simply satisfying customers to cultivating loyalty and brand advocacy, no matter the industry.
Anticipate and Personalize
Use customer history and engagement data to predict needs and make thoughtful recommendations or interventions. Personalize touchpoints—address customers by name, recall preferences, and make every interaction feel bespoke.
Focus on Seamless, Consistent Service
Eliminate friction by designing processes that are smooth and user-friendly at every stage, from greeting to problem resolution. Communicate proactively to confirm appointments, follow up, and clarify next steps.
Empower Your Frontline Teams
Grant staff the authority to resolve issues and delight customers without waiting for managerial approval, encouraging ownership and accountability. Recruit and train employees for both technical skills and empathy; they are your brand’s ambassadors.
Create Rituals and Memorable Moments
Offer thoughtful extras that exceed expectations—such as surprise upgrades, hand-written notes, or personalized thank-you gestures—even if modest. Celebrate customer milestones or loyalty to foster deep emotional connections.
Cultivate Feedback Loops
Design systems that allow for regular, honest feedback from users or clients. Act rapidly to implement improvements based on real-time feedback, showing that customer input genuinely shapes service.
Treat Every Interaction as High Stakes
Approach each customer (new or regular) as if they might be your industry’s version of the “Michelin inspector”: every experience should be worthy of your highest standards