Looking at all the successful brands these days will tell us that there is one thing they all have in common – superb customer service. We all know that the customer is king but these brands have taken customer service to a whole new playing field.
Learn more about how these brands have been using customer service to catapult their business to the top.
From a suburban garage operation in 1945, U-Haul has become one of the most recognizable brands in the US with more than 16,000 active dealers. Part of U-Haul’s success can be attributed to their effective use of social media with a key goal of serving customer needs. With Twitter as their primary social media care channel, they have taken efforts to conduct data analysis that enables them to resolve 70% of their issues in half an hour or less with 49% addressed in less than 15 minutes. They are currently operating two Twitter handles @uhaul and @uhaul_cares which both address customer queries daily, with the latter maintaining a reply rate of 97%.
Two factors are responsible for Nordstrom’s customer service success – 1) attention to detail and 2) employee empowerment. Nordstrom employees are trained to have a higher degree of empathy for their customers enabling them to serve them better from the moment they enter the store, to while they are shopping up to the time they leave. Nordstrom customers don’t have to deal with getting lost in the store or having to wait in long queues at the counter. The company’s commitment in empowering employees is apparent even in their Employee Handbook where employees are advised to “use good judgement in all situations”.
Zappos is one company who truly understands the core of customer service. As a testament to their slogan “Powered by Service”, Zappos trains their employees to do whatever they can to satisfy their customers. Zappos offers a 365-day, no-cost return policy as well as free shipping. But more notable is their focus on going the extra mile for their customers through their unscripted help line that focuses not on the length of time of each call but on making an emotional connection with the customer.
Amazon’s success can be attributed to their obsession with their customers’ experience with their brand. The company uses many metrics to track their success with 80% of them being customer-focused ones. CEO Jeff Bezos is known to keep an empty chair during boardroom meetings to remind everyone that the real boss is their virtual customer. He even goes as far as answering support emails every so often with his own email address where anyone can email him and expect a response.
Nobody ever leaves Disneyland without feeling that it truly is the happiest place on earth. The company provides a high level of customer service training to their employees that is evident not only on how they communicate towards customers but also on how they make each of them feel important. They are encouraged to actively approach guests to provide assistance and always addressing them by name. Their efforts are also evident on how well they keep the parks clean and well-maintained and on the way they address issues such as a train arriving late or a show starting late.
These examples portray how superb customer service has helped these companies gain a competitive edge over their competitors. Be inspired to keep your customer the heart and soul of your brand so that you too can achieve success.
Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of network such as through online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!