In today’s world, there are many standout companies when it comes to customer service; Zappos and Nordstrom being a couple of examples. These companies focus on providing their customers with world-class service and, because of that, people are willing to pay more while maintaining fierce loyalty. Not only do these companies earn the loyalty of their customers through the service experience, they transform many of them into brand advocates. The reason their customers patronize them and recognize this level of customer service is that it is, unfortunately, not the norm in today’s world.
Zappos and Nordstrom are not in business to lose money. In fact, both companies profit through their reputations of providing great customer service that, in turn, increase their customer base by attracting new customers eager to share in the experience.
The Olive Garden restaurant recently sympathized with a patron whose parent’s house had just burned down and decided to comp the party’s entire meal. The patron posted a photo of the comp’d receipt to the Internet in an effort to thank and show appreciation for the Olive Garden’s good deed. Because people aren’t used to acts of kindness and service from companies, many were skeptical and questioned the receipt as a PR stunt even after the patron posted links to news articles reporting the house fire and the Olive Garden’s PR agency denying their involvement. The photo quickly went viral and has not only spread through social media but has also been picked up by prominent news agencies like Yahoo!, The Huffington Post and the Consumerist.
By providing an exceptional customer service experience; your customers will become loyal and share their experiences with others. Even though people may begin with skepticism, by providing a consistent experience of excellent service, word will spread and customers will not only go out of their way to patronize your dealership but also to encourage others to do so.
Through technology, we’re more capable than ever to provide this experience to our customers in an easier, more efficient manner that will lead to increased revenue, loyalty, customer retention and consistently excellent CSI scores while allowing you to maintain an acceptable profit on your services.