As a busy leader or business owner, you’re faced with a seemingly endless to-do list to keep your business operating, as well as an ever-increasing list of ideas about how to improve it. However, I suggest you throw out those hundred-plus to-do items and ideas and instead focus on the experience you deliver.

Start with these three fundamental steps:
1. Define the promise
2. Measure the gap
3. Share the stories

Before explaining the steps to improve the experience and transform your business, let’s clarify a couple of important elements.

First, the term experience. In this context, it means customer experience, employee experience, the experience that you promise, and ultimately, the experiences that you deliver. You can even make experience promises about your brand and products. But for now, focus on customer and employee experiences. You’ll quickly understand that the singular experience—the transaction—is just as important as the collective experience.

Finally, before we get to the three crucial steps, let’s be clear that customer and employee experience doesn’t mean hugging your haters. Nor does it mean surprising your customers and employees with champagne and caviar.

Standards of customer service rose in 2022, and your business needs to keep up if you want to be successful in the digital age. Each customer interaction is crucial, especially since PWC revealed that 32 percent of customers will stop doing business with a brand when they experience poor service. It’s certainly easy for customers to switch brands, which is why customer service plays a crucial role in maintaining brand loyalty.

If you want your business to succeed this year, you need to meet the following markers of excellent customer service.

Develop best practices for your customer experience

Consistency is the key, especially if you want to impress your customers and maintain their loyalty.

In industry, gas-fired boilers have been the standard for decades to produce steam and heat process water. However, not all boilers are created equal in terms of safety. By definition, combustion-fueled boilers can emit harmful vapors, leak gas, and even cause explosions and fires.

In a recent example, a natural gas boiler was cited as the cause of a massive explosion and fire at a food processing plant in eastern Oregon that injured six and caused severe damage to the facility’s main building. Given the risks, many processors are turning to a new generation of electric boilers to dramatically reduce these hazards.

“With gas-burning boilers, any gas leak can increase the risk of an explosion wherever there are fuel lines, fumes, flames, or storage tanks,” says Robert Presser, vice president of Acme Engineering Products. “So, gas units must be continually monitored or periodically inspected.” Presser notes that state and municipal safety guidelines vary depending on boiler type and the expected frequency of inspection.

Acme Engineering is a North American manufacturer of boilers for large industrial and commercial applications. The company is an ISO 9001:2015-certified manufacturer of environmental controls and systems with integrated mechanical, electrical, and electronic capabilities.