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 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? Telus webmail down
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.