Request any ‘Pretty Woman’ fan and they’ll 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 is spurned by the snooty salespeople. Afterwards, she buys a slew of obscenely expensive outfits and returns – dressed to the nines and carrying handfuls of shopping bags – to the 1 boutique that had shunned her.
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 at the appalled look at the salesperson’s face. She had it coming!) .
Moral of the 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 chances 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 leading the store to a digital suicide?
In a service business, nothing is more important than having folks in your team who’ll do more than just represent your existing culture-you must have individuals who push the culture you’ve forward, not the other way around.
More frequently in customer experience, you could get away with doing the bare minimum. That’s mostly enough. It’s when you go out of your way that you make people’s day!
We have cherry-picked 10 brands that have an unbeatable track when it comes to cultivating their customers’ happiness.
Did you know that up to 42 percent of consumers expect a response with 60 minutes? Apparently, a prompt response is the norm, not exception anymore.
If there’s a gold standard in customer service, it’s got to be Zappos. One such instance, they won a customer for life by overnighting a pair of sneakers, free of cost, to a best person 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.
While he enjoyed his room in the Delta, the view was rather ugly and he tweeted that with his followers. He didn’t tag the resort, 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 hour- offering another room with a better view! Mike was so deeply impressed that he wrote an entire post about it, the very same day.
If happy customers are what you are considering, then an extravagant customer support staff is what you should already have. Let your client service team have fun.
1 such example, when a witty customer support person engaged in a Thor and Odin roleplay with an equally witty customer, to the delight of everyone. ( 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 was legendary. The hilarious communication between an Amazon employee and a client couldn’t go better even if it was scripted!
Now, can you imagine how dry things would have been if the Customer Service was requested to reply only with strictly professional (read stuffy), straightforward answers? More people than you’d think would appreciate humor. Just don’t crack jokes at the expense of a pissed off customer.
There is nothing more cheerier than surprise presents (as Westjet proved)!
When Santa Claus greeted each 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 vacation tickets and a big tv, their answers ranged from whatever first came to their mind.
In the next year, the number of visits to their sites doubled, with bookings increasing by 77% compared to the same month in 2012 and revenue rising by a whopping 86%!
Placing out figurative fires is what a customer service company does all day. But doing it is really an art! Sometimes it’s when things aren’t going perfectly that a company’s true colors come out.
As is the case 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 enthusiastic customers for whom Slack has become an indispensable part of many teams’ work day! That is why when Slack went down ten months ago, users blew up Twitter.
They responded to every criticism on social with rate and humility, and diligently shared routine updates before the issue was resolved, and the program was up and running again!
Transparency can leave a huge impact on the ones who are on the receiving end of it. Salesforce has an excellent customer service, that plays a very important role in making it the client’s favorite.
As they put it, “Success is built on trust.
Trust begins with transparency.”
Salesforce is indeed utterly 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 issues. Now that takes some guts!
The one brand that has inspired the type of consumer loyalty which sometimes borders on the maniacal, Apple earned its devotion through their exemplary customer experience.
“You’ve got to start with the customer experience and work backward to the technology.”
While the Apple products are the very definition of innovation and simplicity, the true soul of the company is its employees. Apple mitigates the need for reactive customer service with a focus on building intuitive products and providing quality training for users.
Apple staff are highly knowledgeable and dedicated to passing on that knowledge in an empathetic manner. They demonstrate enthusiastic, empathetic, and knowledgeable customer service. The absolute quality of training the staff undergoes make the whole customer experience seamless, and most importantly, effortless.
At a Nordstrom store, a woman lost her diamond from her wedding ring when trying on clothes. She was crawling on the floor beneath the racks when a shop worker noticed her. He asked what was happening, then joined the search.
When they came up empty, he hunted two building-services employees to join the search. To everyone’s relief, the finally found the glistening diamond on one of those bags of the store’s vacuum cleaners.
The video clips that seized this incident was shared proudly with the stakeholders at a meeting when the President of Stores Erik Nordstrom said, introducing his three employees who went out of their way to help the client. “I have never been through a vacuum-cleaner bag. It is kind of disgusting, this raises the bar,” he said!
Southwest isn’t among the very well-known airlines at the U.S. for nothing. They have the most amazing character as is evident from what they have to say about themselves on their site.
“We like to think of ourselves as a Customer Service firm that happens to fly airplanes (on schedule, with personality and perks along the way).”
One of their memorable support stories is as follows: if a female athlete landed in the airport but her running gear didn’t appear, she was 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 send the bag to her so she would continue with her team and go on with the race.
As is evident here, their devotion to customer service is just a class apart!
Who, but JetBlue has a distinctive 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 simple and as pleasant as possible.” They guarantee that their service is completely human, especially on social, responding within minutes, guiding customers throughout, and reacting with emojis and GIFs to any questions customers might have.
They’ve no qualms whatsoever in regards to delivering personal service. One time, once the customer’s flight was delayed and it looked like she was going to miss her second flight also, the manager 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 takes a handful of catastrophic customer experiences to violate the credibility that took your brand decades to constructed.
Want to find your company on this list? There are no shortcuts save putting your customers in the center 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 precious insights on what your customers are expecting of you. Craft highly engaging your customers would like filling up.