Or maybe<\/em>\u00a0your best customer service experience was a little more personal (more\u00a0human)<\/em>\u00a0and it was just because you were treated like more than yet another notch in their customer acquisition belt?<\/p>\n\n\n\n No matter what your personal experience with good customer service has been, there’s no doubt that it made a positive impression on you and also resulted in that particular company standing out as a better<\/em> option than the rest.<\/p>\n\n\n\n There are more than a few ways that brands and companies stand out from the crowd with impressive customer service. How?<\/p>\n\n\n\n Take a look at these examples of good customer service in retail that have been spreading ONLINE (isn’t that where everything ends up, eventually?)<\/em>:<\/p>\n\n\n\n Providing great customer service can make a world of difference when it comes to customer loyalty, boosting sales and decreasing churn. Because people talk – sharing their good & bad customer experiences online, especially in social media. Personal opinions, reviews, and other types of customer feedback have ways of circulating online, even if they happened offline<\/em>.<\/p>\n\n\n\n Research from ThinkJar shows that 13% of customers will share a negative customer service experience with 15 or more people. On the other hand, 72% of consumers will share a positive experience with 6 or more people.<\/p>\n<\/blockquote>\n\n\n\n Let’s look at the math: if you have 100 customers and 13 of them share a negative customer service experience with 15 people each, 195 people<\/strong> hear about negative customer feedback regarding your company<\/strong>, even though just 13<\/em> had bad experiences. That’s the power of the Internet!<\/em><\/p>\n\n\n\n Now, say you have 100 customers and 72 of them share a positive experience with 6 people each, 432 people<\/strong> will hear about positive experiences with your company<\/strong> (much more than 72).<\/p>\n\n\n\n Your online customer feedback has a lot<\/em> more reach than just the original 13 or 72 customers who were actually serviced by your company.<\/p>\n\n\n\n Plus, according to research from American Express, 86% of consumers are willing to pay more for a GUARANTEED good experience.<\/p>\n<\/blockquote>\n\n\n\n The emphasis on guaranteed<\/em> tells us that the promise of a good experience is expected and doesn\u2019t stand out for consumers. They want proof<\/em> that there will be good service.<\/p>\n\n\n\n The most convincing proof of guaranteed good service that you can offer your potential customers is by showing them positive feedback from other customers, especially if they\u2019re candid stories and comments about getting good customer service from your company. You can embed positive feedback from various customers and platforms directly onto your own website with a Widget<\/a>.<\/p>\n\n\n\n Remember:<\/p>\n\n\n\n The quickest and easiest way to find out what customers are saying about your company is through social media monitoring, aka social listening<\/a>. A media monitoring tool like Brand24<\/a> scours the web and retrieves publicly available mentions of your keywords (track things like your company, brand or product) so you know who, where, when<\/em> and why<\/em> people are talking about you\u2026 as well as the kind of stories that are being shared (damage control!)<\/em>. This is how it works:<\/p>\n\n\n\n Bring your customer service to the next level with media monitoring<\/a><\/strong><\/p>\n\n\n\n The companies that truly listen<\/i> to their customers are the ones with the most loyal customers. And the more positive customer feedback that you can find, the more proof of a guaranteed<\/i> good experience that you can show your potential customers.<\/p>\n\n\n\n Now, here are 8 examples, from companies large and small, who truly understand what it means to provide good customer service in retail. See how they set the standard and learn how your<\/em> company could be an example of good customer service too…<\/p>\n\n\n\n Because rules were made to be broken.<\/em><\/p>\n\n\n\n How many times have you silently pledged your loyalty to a brand or company because they bent the rules for you (even if it was just over something tiny)?<\/p>\n\n\n\n That just recently happened to me with Amazon. I had signed up for Prime membership but then decided to cancel it because they stopped carrying the product that I normally order from them. I was one day past the monthly renewal period, but after contacting their customer service department, they promptly issued a refund for the subscription fee from that month and immediately canceled my account. All in under 10 minutes and completely hassle-free.<\/p>\n\n\n\n I know I was one day late, yet they made it work.<\/em> It feels like they made a special exception, just for me. And I definitely won\u2019t hesitate to do business with them again.<\/p>\n\n\n\n Doing little \u2018favors\u2019 like that for your customers can significantly increase customer loyalty and trust for your brand.<\/p>\n\n\n\n Especially if you see situations where bending the rules a little can really make a difference in someone\u2019s life:<\/p>\n\n\n\n Thank you so much to the amazing customer service of @Virgin_TrainsEC<\/a> staff, not only have they kindly allowed us to change day of travel after our sons hospital appointment but the train manager has moved us to 1st class so my son can sit and sleep comfortably pic.twitter.com\/FhL6bmWomy<\/a><\/p>\n\n\n\n8 Real Life Examples of Good Customer Service in Retail, from Companies Large and Small<\/h2>\n\n\n\n
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Listen effectively with (social) media monitoring<\/h2>\n\n\n\n
1. Be an example of good customer service in retail by going the extra mile to make your customers feel special<\/h3>\n\n\n\n
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