When it comes to customer service, it matters. It is one of those things that I have always been quick to notice… and lately I’ve come across some amazing examples of it.
In the past 30 days I’ve received remarkable, incredible, stellar…. unbelievable service from several companies I have new relationships with. Stunning!
Observation: Start-ups have better customer service because they have to. They see the connection between a happy customer and their bottom line. They know that a happy customer will tell their friends about a fantastic experience. Conversely, they know that a bad customer experience will spread like wildfire. Incredible customer service is a cheap marketing strategy!
But start-ups aren’t the only ones with great customer service. That’s what makes AT&T and Apple such a crazy combination for the iPhone! AT&T has has had horrible customer service for decades and they are so big they don’t care one ounce. They know for every 10 customers they lose to bad customer service there are 10 more who will create a new account. And Apple has created a culture of stellar customer service to the point where people will spend an extra 1000 for a laptop just because they know if they ever have a problem they can take it back to the store.
Southwest Airlines is another long-standing company with stellar customer service. I’ve purchased tickets with them before, not read the rules, and had to call to ask a refund… even though I didn’t deserve one. Not only have they given it to me, they’ve always done it happily even though it was my mistake!
Why does stellar customer service matter? In today’s marketplace a purchase is all about the experience. If you go the extra mile your customers will love you forever. They will wear your t-shirts and brag to their friends that they are your client.
Customer experience is the next great wave of marketing.