Related Articles
Exceptional customer service doesn’t happen by accident — it’s the result of intentional decisions that prioritize listening, empathy and responsiveness at every level of a business. When done right, customer service builds lasting trust, drives referrals and gives your brand a competitive edge.
Consistently delivering a high level of service takes more than just good instincts; it requires clear strategy and follow-through. Below, Rolling Stone Culture Council members share the specific steps they’ve taken to prioritize standout customer experiences.
Empower Employees to Resolve Issues in Real Time
Empower front-line employees with real-time decision-making authority to resolve customer issues instantly. Trust isn’t built through policies. It’s crafted through human moments of genuine problem-solving that make customers feel genuinely valued. — Victoria Chynoweth
Listen Closely to Unspoken Customer Needs
One step that changed everything for my business was listening — really listening — to what customers were saying, not just in reviews, but in offhand remarks and questions. It showed me what they needed before they even asked. That kind of attention builds trust fast, and trust is what keeps them coming back. — Jason Hennessey, Hennessey Digital
Incentivize What You Actually Value
We learned the hard way — when we only tracked close rate, reps just hung up on calls to increase their close rates. We shifted to blended metrics that reward effort, follow-through and customer outcomes. The result? Better service, better morale and ultimately, better conversions. — Jessica Billingsley, Sona Capital
Replicate Personalized Access at Scale
All of my customers have my cell phone number — it’s the most natural way to communicate. We’re working on innovative ways to scale a similar experience that doesn’t require me to respond to all of their requests at all hours of the day, but replicates the experience and satisfaction for them. — Adam Ayers, Number 5
The Rolling Stone Culture Council is an invitation-only community for Influencers, Innovators and Creatives. Do I qualify?
Prioritize Employee Satisfaction to Drive Customer Loyalty
Take care of your people and they will take care of your customers. Employees who feel valued are your biggest asset and greatest ambassadors, driving invaluable loyalty and growth. — Marissa Andrada, Marissa Andrada
Seek Outside Perspectives to Uncover Service Gaps
Whenever I’m in doubt, I ask someone outside of the business whose opinion I value to act as a potential customer and report their experience to me. This helps to identify issues so reforms can be made. — Tina Marie Tyler, Hip Hop 4 Peace
Equip Employees With Empathy and Listening Skills
One specific step a business can take is to train employees to actively listen to customers and respond empathetically. This builds trust, resolves issues effectively and shows customers they’re valued. Exceptional service is vital because it fosters loyalty, encourages repeat business and generates positive word-of-mouth, which can significantly impact a company’s reputation and growth. — Mark Paulda, Mark Paulda & Co
Build a Feedback Loop That Drives Visible Action
Create a clear, repeatable system for collecting and responding to customer feedback, then act on it. Trust increases when clients feel heard and see changes based on their input. Exceptional service isn’t just about solving problems; it’s about making customers feel valued and part of the brand. — Kristin Marquet, Marquet Media, LLC
Offer Proactive Support Before Problems Arise
The first step in delivering exceptional customer service is offering proactive support. When you anticipate and address customer needs or potential issues before they arise, you demonstrate commitment to the customer experience. You can also prevent frustration, save customers time and effort and ultimately build stronger loyalty. — Jason Peterson, GoDigital Media Group
