Request any ‘Pretty Woman’ fan and they’ll gleefully recount that unforgettable scene when Julia Roberts hits Rodeo Drive for a shopping spree. Bear in mind the revenge-bliss scene in the 1990s romantic dream?
So it happens that Vivian visits a fancy boutique to buy herself a wonderful dress where she’s spurned by the snooty salespeople. Later, she buys a slew of obscenely expensive outfits and then returns – dressed to the nines and carrying handfuls of shopping bags – into the 1 boutique that had shunned her.
“You work on commission, right?” she asks a la-di-da saleswoman.
“I have to go shopping now,” she says, turning on her heels to leave (as we give a collective contented sigh in the appalled look at the salesperson’s face. .
Moral of this story? It doesn’t matter how heavy your customer’s pockets are, it only matters how well you treat them. Imagine how different the film would be if it was made now. What are the odds of Vivian tweeting out her anger and hurt, her tweets going viral with tons of people chipping in their frustration, the movement gaining momentum and directing the shop to a digital suicide?
In a service business, nothing is more important than having folks in your team who’ll do more than represent your existing culture-you should have individuals who push the culture you have forward, not the other way round.
More often in customer experience, you can get away with doing the bare minimum. That’s mostly enough. It’s when you go out of your way that you make people daily!
We’ve cherry-picked 10 brands that have an unbeatable track when it comes to boosting their customers’ happiness.
Did you know that up to 42% of consumers expect a reply with 60 minutes? Apparently, a prompt response is the norm, not exception anymore.
If there’s a gold standard in customer service, it’s to be Zappos. One such example, they won a customer for life by overnighting a pair of shoes, free of cost, to a best man in need.
On social media, Zappos doesn’t hold back from having a little fun with emojis and GIFs, but they always adhere to their golden rule of putting their customers first. And it pays off, each time!
While he liked his room in the Delta, the view was rather ugly and he tweeted that with his followers. He did not tag the hotel, merely commenting on it, as he did not think anything would come from the tweet.
He was in for a pleasant surprise when Delta responded within an houroffering another room with a better view! And he had a dish of sweets and a handwritten card from the staff awaiting his arrival in his room. Mike was so profoundly impressed that he wrote an entire post about it, the very same moment.
If happy customers are what you are considering, then an exuberant customer support staff is exactly what you should already have. Let your customer support team have fun.
One such example, when a witty customer support person engaged in a Thor and Odin roleplay with an equally witty client, to the delight of everybody. ( https://www.thesun.co.uk/archives/news/1133174/now-thats-customer-service-amazon-worker-engages-in-hilarious-thor-roleplay-to-help-replace-customers-lost-book/ This Thor and Odin exchange has been mythical. The humorous communication between an Amazon employee and a client couldn’t go better even though it was scripted!
Now, can you imagine how dry things would have been when the Customer Service was asked to reply only with strictly professional (read stuffy), straightforward answers? More people than you’d think would appreciate humor. Just do not crack jokes at the expense of a pissed off customer.
There’s nothing more cheerier than surprise gifts (as Westjet proved)!
When Santa Claus greeted every one of the passengers boarding the two Westjet flights with”What would you like for Christmas?” , they thought it was a just an interesting Xmas celebration. From a warm scarf and clean underwear to holiday tickets and a big tv, their answers ranged from whatever first came into their mind.
In the next year, the amount of visits to their websites dropped, with bookings increasing by 77% compared to the same month in 2012 and earnings rising by a whopping 86%!
Placing out figurative fires is what a customer service company does all day. But doing it gracefully is indeed an art! Sometimes it’s when things aren’t going perfectly that a company’s true colors come out.
As is true of Slack when they dealt with their app-wide outage like a pro in late November, 2015. For a new company on the block, they have more than their share of passionate customers for whom Slack is now an indispensable part of many teams’ work day! That is why when Slack went ten months ago, users awakened Twitter.
They responded to each complaint on social with speed and humility, and diligently shared routine updates until the issue was resolved, and the program was up and running again!
Transparency can leave a enormous impact on the ones that are on the receiving end of it. Salesforce has an fantastic customer service, that plays a vital role in making it the customer’s favorite.
Trust begins with transparency.”
Salesforce is so completely customer focused and upholds transparency so much so that the company publicly disclose in real time when its cloud services are inaccessible or confront some reliance difficulties. Now that takes some nerve!
The 1 brand which has inspired the type of customer loyalty which occasionally borders on the maniacal, Apple earned its loyalty through their exemplary customer experience.
“You’ve got to start with the customer experience and work backward to the tech.”
Steve Jobs – Co-founder of Apple
While the Apple products are the very definition of innovation and ease, the real soul of the company is its employees. Apple mitigates the need for responsive customer service with a focus on building intuitive products and providing quality training for consumers.
Apple staff are highly knowledgeable and committed to passing on that knowledge in an empathetic way. The sheer quality of training the team undergoes make the whole customer experience seamless, and most of all, effortless.
At a Nordstrom store, a woman lost her diamond from her wedding ring while trying on clothes. She was crawling on the ground beneath the racks when a store worker noticed her. He asked what was happening, then joined the search.
When they came up empty, he sought two building-services employees to join the search. To everyone’s relief, the finally found the glistening diamond on one of the bags of the shop’s vacuum cleaners.
The video clips that seized this episode was shared proudly with the stakeholders in a meeting when the President of Stores Erik Nordstrom said, introducing his three employees who went out of their way to assist the customer. “I have never been through a vacuum-cleaner bag.
Southwest is not among the most well-known airlines in the U.S. for nothing. They have the most amazing personality as is evident from what they have to say about themselves on their website.
“We like to think of ourselves as a Client Service firm that happens to fly planes (on schedule, with character and perks along the way).”
One of their memorable support stories is as follows: if a woman athlete landed in the airport but her running gear didn’t show up, she was understandably distressed about the relay race that was soon to occur. She resolved to go to Walmart to buy herself a replacement prior to a Southwest team member drove 3 hours to deliver the bag to her so she could continue with her team and proceed with the race.
As is evident here, their devotion to customer service is just a class apart!
Who, but JetBlue has an exclusive Client Bill of Rights?
“JetBlue Airways is dedicated to bringing humanity back to air travel. We strive to make every part of your experience as easy and as pleasant as possible.” They guarantee that their service is thoroughly human, especially on social, responding within minutes, guiding customers throughout, and responding with emojis and GIFs to some questions customers might have.
They’ve no qualms whatsoever in regards to delivering personal service. 1 time, once the client’s flight was delayed and it seemed like she was going to miss her second flight too, the supervisor booked her another flight home that took off from a different airport and made the effort to push her to a different airport so she would make her flight on time.
It only takes a couple of catastrophic customer experiences to violate the credibility that took your brand decades to built. It pays to be long-term greedy and leave no stones unturned to ensure a supreme customer service.
Want to find your company on this list? There are no shortcuts save placing your customers in the center of all you do. You will need to know what they desire to offer them exactly that. And how do you do that?
By asking them, naturally. Customer feedback surveys and market research surveys will provide you precious insights on what your customers are expecting of you. Craft highly engaging your customers would enjoy filling up.