William Davidow and Bro Uttal, in their best-selling book, Total Customer Service: The Ultimate Weapon*, provide a list of three (3) principles that they say leaders of customer service oriented companies do:
1. Foster a service oriented culture. Leaders help create and nurture cultures by communicating use. They put values into action by treating employees exactly as they want employees to treat customers.
2. Make customer service everybody's business. Unless every employee assumes responsibility for the customer’s experience, service dies.
3. Declare war on bureaucracy. To produce effective, efficient Customer service, leaders keep policies, procedures, and other formal control mechanisms to a minimum, relying instead on cultural control.
*This is a great book, but was published in 1989. While some of the examples given are antiquated, the definition and strategies are still very relevant.