Request any ‘Pretty Woman’ fan and they will gleefully recount that memorable 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 get herself a wonderful dress where she’s spurned by the snooty salespeople. Afterwards, she purchases a ton of obscenely expensive outfits and returns – dressed to the nines and carrying handfuls of shopping bags – into the 1 boutique that had shunned her.
“I must go shopping today,” she says, turning on her heels to depart (as we provide a collective contented sigh in the appalled look in the salesperson’s face. .
Moral of this story? It doesn’t matter how heavy your client’s pockets are, it only matters how well you treat them. Imagine how different the film would be if it had been made today. What are the odds of Vivian tweeting out her anger and hurt, her tweets going viral with a great deal of people chipping in their frustration, the movement gaining momentum and directing the shop to a digital click suicide?
In a service business, nothing is more important than having folks in your team who will do more than just represent your existing culture-you should have individuals who push the culture you’ve forward, not the other way round.
More frequently 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 have cherry-picked 10 brands that have an unbeatable track when it comes to boosting their clients’ happiness.
Were you aware that up to 42 percent of consumers expect a reply with 60 minutes? Apparently, a prompt response is the standard, not exclusion anymore.
If there’s a gold standard in customer service, it’s to be Zappos. 1 such example, they won a customer for life by overnighting a pair of sneakers, free of charge, to a best person in need.
While he enjoyed his room in the Delta, the view was rather nasty and he tweeted with his followers. He did not tag the resort, only commenting on it, as he did not think anything would come from the tweet.
He had been in for a nice surprise when Delta responded in an houroffering another room with a better view! Mike was so deeply impressed that he wrote an entire article about it, the very same moment.
If happy customers are what you are considering, then an extravagant customer support staff is exactly what you should already have. Let your client support team have fun.
1 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 could not go better even though it was scripted!
Now, can you imagine how dry things would have been when the Client Service was requested to answer only with strictly professional (read stuffy), straightforward answers? More people than you would think would love humor.
There’s nothing more cheerier than surprise presents (as Westjet proved)!
When Santa Claus greeted every one of the passengers boarding both Westjet flights with”What would you like for Christmas?” , they believed it was a just an intriguing Xmas celebration. From a warm scarf and clean underwear to vacation tickets and a huge television, their answers ranged from everything came into their mind.
In the next year, the amount of visits to their sites 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 exactly what a customer service company does all day. But doing it is really an art! Sometimes it’s when things are not going perfectly that a business’s true colors come out.
As is true of Slack when they coped with their app-wide outage like a pro in late November, 2015. That is why when Slack went ten months ago, users awakened Twitter.
They responded to each criticism on social with rate and humility, and diligently shared routine updates before the issue was solved, 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 very important role in making it the client’s favorite.
Trust begins with transparency.”
Salesforce is indeed completely customer focused and upholds transparency so much so the company publicly disclose in real time when its own cloud services are inaccessible or confront some reliance difficulties. Now that takes some guts!
The 1 brand which has inspired the sort of consumer loyalty which occasionally borders on the maniacal, Apple earned its devotion through their exemplary customer experience.
“You have got to begin with the customer experience and work backward to the tech.”
While the Apple products are the very definition of innovation and simplicity, the true soul of the business 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 educated and dedicated to passing on that knowledge in an empathetic manner. The absolute quality of training the team undergoes make the whole customer experience seamless, and most importantly, effortless.
In a Nordstrom store, a girl lost her diamond from her wedding ring when trying on clothes. She was crawling on the ground beneath the racks when a shop worker noticed her. He asked what was happening, then joined the hunt.
When they came up empty, he hunted two building-services employees to join the hunt. To everyone’s relief, the eventually found the glistening diamond on one of those bags of the shop’s vacuum cleaners.
The video clips that seized this episode was shared proudly with all the stakeholders at a meeting when the President of Stores Erik Nordstrom said, introducing his three workers who went out of their way to assist the client. “I have never been through a vacuum-cleaner bag.
Southwest isn’t one of the very well-known airlines at the U.S. for nothing. They have the most remarkable character as is evident from what they must say about themselves on their site.
“We like to consider ourselves as a Client Service firm that happens to fly planes (on schedule, with character and perks along the way).”
One of the memorable support stories is as follows: if a female athlete landed in the airport but her running gear did not appear, she was distressed about the relay race which 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 send the bag to her so she would continue with her staff and proceed with the race.
As is evident here, their devotion to client service is just a class apart!
Who, but JetBlue has a distinctive Client Bill of Rights?
“JetBlue Airways is devoted to bringing humanity back to air travel. They guarantee that their service is completely human, particularly on social, responding within minutes, directing customers throughout, and reacting with emojis and GIFs to some questions customers may have.
They’ve no qualms whatsoever in regards to delivering personal service. 1 time, once the client’s flight was delayed and it looked like she was going to miss her next flight also, the supervisor booked her another flight home that took off from a different airport and made the attempt to push her to a different airport so she would make her flight in time.
It only requires a couple of catastrophic customer experiences to violate the credibility that took your brand decades to constructed.
Want to find your business on this list? There are no shortcuts save placing your customers in the middle of all you do. You will need to be aware of what they desire to provide them exactly that. And how can you do that?
By asking them, naturally. Customer feedback surveys and market research surveys will provide you valuable insights on what your clients are expecting of you. Craft highly engaging your clients would like filling up.