Sure you want to attract your customers’ attention…but just ringing a loud bell is not the way to do it.
The goal of any winning customer service strategy is to first attract their attention and then keep it because your brand, your offering and your service deserve their loyalty.
Think of Zappos and their “wow” philosophy. They designed their whole business around serving the customer…not just with the basics of courtesy and speedy solutions but with an extra and unexpected punch that deserves a “wow” reaction. Under the guidance of their CEO Tony Hsieh, Zappos has created a culture of the “weird and wonderful.” Whoever thought that a mail order shoe business could work? Tony did.
He and his team followed a strategy that combines three factors that you should consider:
- Uniqueness
No other company lives its customer service value the way Zappos does. Others may claim to but they are not truly as committed to the goal and as ready to deliver the wow.
- Openness
There is nothing hidden at Zappos. There is a transparency that extends from the CEO to the employees to the customers.
- Enthusiasm
Customers are totally committed to Zappos because they know they come first. Products are shipped free of charge and delivered in two days. And returns are made easy. Shoe shopping actually became fun!
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