Ask any ‘Pretty Woman’ fan and they’ll gleefully recount that unforgettable scene when Julia Roberts hits Rodeo Drive for a shopping spree. Remember the revenge-bliss scene in the best omnichannel software 1990s romantic fantasy?
So it happens that Vivian visits a fancy boutique to buy herself a nice dress where she is 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 – to the one boutique that had shunned her.
“You work on commission, right?” she asks a la-di-da saleswoman.
“Big mistake. Big. HUGE!”
“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 deep your customer’s pockets are, it only matters how well you treat them. Imagine how different the movie would be if it was made now. What are the chances of Vivian tweeting out her anger and hurt, her tweets going viral with tons of people chipping in their own frustration, the movement gaining momentum and leading the store to a digital suicide?
In a service business, nothing is more important than having people on your team who’ll do more than represent your current culture-you must have people who push the culture you have forward, not the other way around.
More often in customer experience, you could get away with doing the bare minimum. That is mostly enough. But enough is far from memorable. It is when you go out of your way that you make people’s day!
We’ve cherry-picked 10 brands that have an unbeatable track when it comes to cultivating their customers’ happiness.
Did you know that up to 42% of consumers expect a response with 60 minutes? Apparently, a prompt response is the norm, not exception anymore.
If there is a gold standard in customer service, it has got to be Zappos. Their support success stories are the stuff of urban legends. One such instance, 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!
Mike McCready, your average Jo, was attending the #PSEWEB conference in Vancouver, when he stayed at Delta hotel. While he liked his room at the Delta, the view was rather ugly and he tweeted that with his followers. He didn’t tag the hotel, merely commenting on it, as he didn’t think anything would come out of the tweet.
He was in for a pleasant surprise when Delta responded within an hour- offering 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 day.
If happy customers are what you have in mind, then an exuberant customer service team is what you should already have. Let your customer service team have fun. Amazon has an exciting story to tell of what can happen when companies give their teams more freedom in their client communications.
One such instance, when a witty customer service person engaged in a Thor and Odin roleplay with an equally witty customer, to the delight of everyone. This Thor and Odin exchange was legendary. The hilarious communication between an Amazon employee and a customer couldn’t go better even if it was scripted!
Now, can you imagine how dry things would have been if 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 don’t crack jokes at the expense of a pissed off customer.
There is nothing more cheerier than surprise gifts (as Westjet proved)! In December 2013, the Canadian airline staged what would become the most stunning example of ‘giftvertising’ yet.