The customer is always right. You’ve got to keep the customer satisfied. Both clichés, but both have a grain of truth in them – like all good clichés, really. If you want to run a successful business, you’ve got to keep your fanbase happy and treat them with the respect that they deserve. After all, if you don’t, then why should they spend their money with you? And in this day and age, where brands are ten a penny, it’s no skin off a consumer’s nose to take their credit cards elsewhere. Here are four examples of companies getting customer service bang on.
Audi UK proved just how important good customer relations is when it comes to making sales. Back in 2014, a customer tweeted the company and challenged them to beat the poor customer service he received from Aston Martin. Audi UK got in touch less than an hour later offering to help – a move that led to the person in question actually buying a £90,000 car. Impressive!
It’s not always about the hard sell. Sometimes, it’s just about engaging with people and making your brand more human, as demonstrated by Sainsbury’s and its interaction with a three-year-old customer. Lily Robinson got in touch (via her mother) to find out why tiger bread was called tiger bread since it looked more like a giraffe. Chris King, customer manager, wrote her a letter back explaining why it was called tiger bread and included a gift card for some more bread and some sweeties. A lovely story.
Another giraffe story! This one goes to show just how important a sense of humour can be. One of the guest’s children staying at the hotel sadly left their favourite stuffed giraffe, Joshie, behind when they went home and the customer service team happily relocated it, telling the family they’d send it back to their son. Which they duly did – but not before they spent however long it took taking photos of Joshie enjoying his holiday without his family. There were snaps of him lounging by the pool, getting a massage, driving a golf cart on the beach and hanging out with other stuffed toy friends.
You may have heard of this one before. Angel investor Peter Shankman recently booked a flight home and realised that he was hungry just as he was boarding – so had no options to get any food. In desperation, he jokingly tweeted his favourite restaurant, Morton’s Steakhouse, to see if they’d come and meet him at the airport when he landed with a Porterhouse steak. The end result? The company did exactly that, driving 24 miles to the airport to meet him (with the driver dressed in a tuxedo) with a Porterhouse steak, some shrimp, bread, a side of potatoes, silverware and two napkins. Above and beyond, wouldn’t you say?
So there you have it – lots of great examples for you to base your own customer experience strategies on. What will you do this year, do you think?