Sales and marketing efforts can help your company onboard customers. Still, to convert them into customers-for-life, you need a foolproof service culture that prioritizes your customers over every business metric.
1. Listen to customer feedback… REALLY listen to customer feedback!
– Starbucks mends its Pumpkin Spice Latte after hearing from customers
The Pumpkin Spice Latte (PSL) by Starbucks is one of the most popular F&B products with huge seasonal demand. PSL was a massive hit with Starbucks loyalists, thanks to the clever positioning of the drink as the harbinger of autumn vibes and seasonal flavors.
But in 2015, the pumpkin spice latte hit a roadblock when customers felt it stopped symbolizing the USA’s seasonal joy, as its ingredients were largely artificial. Questions were also raised about it being a poor indicator of the unhealthy food choices of Americans. Starbucks took this feedback seriously and relaunched PSL with actual pumpkins in the puree and more natural ingredients in the spiced foam topping. That’s how America’s favorite limited-edition drink got back on track, built more patronage, and remained as endearing as ever.
2. Connect with customers at an emotional level
– Trader Joe’s helps calm a toddler who was throwing a tantrum
While the world has embraced online retail with open arms, Trader Joe’s in-store experience still remains relevant owing to its unparalleled customer service. Its employees are known for memorable customer service examples that reflect their cheerful, friendly, and empathetic nature towards customers.
In one such story, a mom was having a tough time with her toddler in the Trader Joe’s outlet at Winter Park, Florida. The employees took it upon themselves to pacify the toddler by breaking into an impromptu song and dance performance. The video was shared by the mom on Facebook, which shows the toddler visibly starstruck by the gig.
3. Transform customer pain points into good customer service examples
– Virgin Atlantic turns negative feedback into a customer success story
Richard Branson’s England-based international airliner, Virgin Atlantic, is renowned for its exceptional customer service. It is one of the brands that epitomizes going above and beyond to delight customers and prioritize their satisfaction over business outcomes.
A frequent flyer of Virgin Atlantic wrote a tongue-in-cheek email to Richard Branson, complaining about the Indian food served (the famous curry story) on his flight to Heathrow from Mumbai. A templated “damage control” response would have only escalated a bad customer service example. But Branson actually sought the help of the passenger to improve the Virgin Atlantic’s food menu!
4. Ensure that customer support is technically competent
– Freshworks employee resolves a technical issue faced by a newly onboarded customer
One of Freshworks’ new clients faced multiple roadblocks before they could completely transition their customers onto the Freshdesk customer service software. The client company wanted to ensure that expectations were met in terms of customizing the helpdesk for their use-cases.
Utkarsh, then an Account Manager for Freshdesk, helped the customer by ensuring a seamless migration. Not only did Utkarsh help the client adapt to the new software, but he also went the extra mile to personalize the onboarding process in keeping with their specific and intricate requirements. This resulted in heartfelt appreciation from the client for the sense of shared urgency and technical acumen displayed by the Account Manager.
5. Make loyal customers feel special
– Taco Bell turns a hoax into customer delight
In 2012, the little-known city of Bethel, Alaska was primed to get its first Taco Bell. The people of Bethel were excited as they previously had to make the 300-mile trek to Anchorage – the nearest city with a Taco Bell outlet. However, it was later revealed to be part of a big hoax, and Taco Bell never had plans to add Bethel to their fast-food chain.
But instead of letting the rumor mills die down, Taco Bell decided to keep the buzz alive by planning a surprise for its loyal customers. They flew into Bethel on a helicopter, carrying a truck full of taco ingredients, fit to make about 10,000 tacos. This effort from Taco Bell was dubbed “operation Alaska” and was a huge sensation in the media.
6. Build a customer-first service culture from the grassroots
– Zappos’ inimitable culture of delighting customers at every turn
Zappos is a brand known as much for its customer service stories as its actual shoe business.
As a testament to their exceptional customer service, there have been many occasions where customers called Zappos for issues not concerning their products. On one such call, a customer requested a Zappos service rep to get directions to a retail store in Florida. Despite knowing that this was a call with no intent to shop Zappos product, the service rep helped the customer reach his destination–literally at every “turn”.
Among other significant customer service stories, Zappos is also known for the world-record 10+ hours call with a customer. This marathon customer service call was eventually bettered by another support agent from Zappos. No wonder the Zappos support team is christened the “Customer Loyalty Team”.
With its service culture, Zappos has built a customer experience that has created a loyal customer base. Zappos’ unending list of customer service examples only shows us that it will always remain a dizzying benchmark of greatest customer service stories.
7. Create policies around customer expectations
– Amazon’s hassle-free return and refund policy & Slack’s fair billing policy
Customers drown in pain points brought about by the fine-print at the pretext of brand policies. This greatly affects their perception about the brand, and worse, they start losing trust. Policies could be a dealbreaker right from hidden charges on products to post-sale support. But Amazon and Slack beg to differ.
Amazon ensures that customers have a wholesome experience even after their purchase by giving 30 days to return or replace their product. During the 30-day time window after purchase, customers can play around the products to return them if they dislike it or get it replaced if it’s faulty. An Amazon delivery executive collects within a week of the product getting listed for a refund or replacement. The refund for returns is also seamless as Amazon takes only 3 days for the refund process to unfold as soon as it receives the product back.
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