The 10 Best Customer Service Companies You Should Learn : Ask any ‘Pretty Woman’ fan and they’ll be happy to recount that unforgettable scene when Julia Roberts visits Rodeo Drive for some shopping. Remember the revenge-happiness scene in the 1990s romantic fantasy?
So it just so happened that Vivian visited a luxury boutique to buy herself a nice dress where she was turned down by an arrogant salesman. Later, she bought a bunch of very expensive clothes and then returned – dressed as the ninth and carrying a few shopping bags – to the boutique she had avoided.
“You work on commission, right?” she asked the saleswoman la-di-da.
“Big mistake. Big. BIG!”
“I have to go shopping now,” he said, turning to leave (as we both sighed in satisfaction at the surprised look on the salesman’s face. He’s here!).
Moral of the story? No matter how deep the pockets of your customers, what matters is how well you treat them. Imagine how different that film would be if it were made now. What are the chances of Vivian tweeting her anger and pain, her tweet going viral with many people frustrating themselves, the movement gaining momentum and leading the store to digital suicide?
In a service business, nothing is more important than having people on your team who will do more than represent your current culture—you need to have people who are pushing your culture forward, not the other way around.
More often than not in customer experience, you can get away with doing the bare minimum. That’s mostly enough. But far enough from the memories. When you go out of your way, you make the crowd’s day!
We’ve selected 10 brands that have an unbeatable track record when it comes to cultivating the happiness of their customers.
Did you know that up to 42% of consumers expect a response within 60 minutes? As it turned out, quick responses were commonplace, no exception.
If there is a gold standard in customer service, it must be Zappos. Their support success story is an urban legend. One example, they win customers for life by giving away a pair of shoes, free of charge, to the best person in need.
On social media, Zappos doesn’t hold back on having fun with emojis and GIFs, but they always adhere to their golden rule of putting their customers first. And it pays off, every time!
Mike McCready, Jo average, attended the #PSEWEB conference in Vancouver, when he was staying at the Delta hotel. While she liked her room at the Delta, the view was a bit ugly and she tweeted that with her followers. He didn’t tag the hotel, just commented on it, because he didn’t think anything would come out of that tweet.
He had a pleasant surprise when Delta responded within the hour – offering another room with a better view! And he had a plate of sweets and a handwritten card from the staff waiting for him in his room. Mike was so impressed that he wrote an entire post about it, the same day.
If happy customers are what you think, then a passionate customer service team is what you should have. Let your customer service team have fun. Amazon has an interesting story to tell about what can happen when companies give their teams more freedom in their client communications.
Now, you can imagine how dry it would be if Customer Service was asked to answer only with really professional answers (read stuffy), right away? More people than you think will appreciate humor. Just don’t make jokes at the expense of angry customers.
There’s nothing more cheerful than a surprise gift (as Westjet proves)! In December 2013, the Canadian airline staged what would be the most stunning example of ‘giftvertising’.
When Santa Claus greets every passenger on two Westjet flights with “What do you want for Christmas?”, they think it’s just another fun Christmas celebration. From warm scarves and clean underwear to vacation tickets and big TVs, their answers range from whatever first comes to mind.
In the following year, the number of visits to their website doubled, with bookings increasing by 77% compared to the same month in 2012 and revenue increasing by 86%!
Putting out figurative fires is what customer service companies do all day. But doing it gracefully is indeed an art! Sometimes when things don’t go perfectly, the company’s true colors come out.
As was the case with Slack when they handled an outage of their entire app like a pro in late November 2015. For a new company on the block, they have more than just a share of passionate customers that make Slack an integral part of many teams’ workdays! That’s why when Slack went down ten months ago, users blew up Twitter.
They respond to any complaints on social media quickly and humbly, and diligently share regular updates until the issue is resolved, and the app is up and running again!
Transparency can leave a huge impact on those who receive it. Salesforce has excellent customer service, which plays an important role in making it a customer favorite.
As they say, “Success is built on trust.
Trust starts with transparency.”
Salesforce is so customer-focused and has such a high regard for transparency that the company publicly discloses in real time when its cloud service is unavailable or is facing some dependency issues. Now it takes courage!
One of the brands that inspires the kind of customer loyalty that can sometimes approach maniacs, Apple earns its loyalty through exemplary customer experiences.
“You have to start with the customer experience and work backwards into the technology.”
Steve Jobs – Founder of Apple
While Apple products are the definition of innovation and convenience, the true soul of the company is its employees. Apple reduces the need for reactive customer service by focusing on creating intuitive products and providing quality training for users.
Apple staff are very knowledgeable and committed to conveying that knowledge in an empathetic manner. They demonstrate enthusiastic, empathetic and knowledgeable customer service. The quality of the training experienced by the staff makes the entire customer experience seamless, and most importantly, easy.
At a Nordstrom store, a woman loses her diamond from her wedding ring while trying on clothes. He was crawling on the floor under a shelf when a shop worker noticed him. He asks what happened, then joins the search.
When they were empty, he sought out two construction workers to join the search. To everyone’s relief, finally found a shiny diamond in one of the store’s vacuum cleaner bags.
The video clip recording this incident was proudly shared with stakeholders at a meeting when Store President Erik Nordstrom said, introducing three of his employees who are trying hard to help customers. “I’ve never been through a vacuum cleaner bag. It’s kind of disgusting, it raises the bar,” he said!
Southwest isn’t one of the most popular airlines in the US for no reason. They have the most amazing personalities as seen from what they say about themselves on their website.
“We like to think of ourselves as a Customer Service company that just happens to fly planes (on schedule, with personality and perks along the way).”
One of their unforgettable stories of support goes as follows: when a female athlete lands at the airport but her running gear doesn’t show up, it’s understandable that she’s very stressed about the relay race that’s imminent. He decided to go to Walmart to buy himself a replacement before a member of the Southwest team drove for 3 hours to deliver the bag to him so he could continue with his team and continue the race.
As seen here, their dedication to customer service is just another class!
Who, but JetBlue owns the exclusive Customer Bill of Rights?
“JetBlue Airways is dedicated to bringing humanity back into air travel. We strive to make every part of your experience as simple and comfortable as possible.” They make sure that their service is completely human, especially on social media, responding within minutes, guiding customers around the clock, and responding with emojis and GIFs to any questions a customer may have.
They have no qualms whatsoever when it comes to providing personal service. Once, when a customer’s flight was delayed and it looked like he was going to miss his second flight too, the manager booked another return flight that took off from another airport and tried to drop him off at another airport so he would make his flight. on time.
It only takes a few devastating customer experiences to destroy the credibility that takes decades to build your brand. It pays to be greedy in the long run and leave no stone unturned to ensure the best customer service.
Want to find your company on this list? There are no shortcuts except to put your customer at the center of everything you do. You need to know what they want to offer them exactly that way. And how do you do it?
By asking them, of course. Customer feedback surveys and market research surveys will give you valuable insight into what customers expect from you. Make it so attractive that your customers will love to fill it in.