The Internet has made it more difficult to run a business today than how it was decades ago. With every person on the planet going online, a single post in Facebook, a 140-character tweet, or a review in a personal blog that goes viral can make or break a brand’s image to thousands of users who could have been their customers in the future. If you make one customer unhappy, they will most likely talk about it online to their thousands of friends and followers. And if it’s really that bad, don’t be surprised if it affects your sales. That is why, having an excellent customer service strategy is important for every business.
It doesn’t even matter what kind of products you sell or what services you offer. When a customer or potential customer seeks for support or makes an inquiry that is the opportunity for a business to show that they have more to offer than just physical goods or services. Based on how much customers love them, here are the industries that spend the most time on customer service:
Perhaps the most obvious industry to be included in this list; customer service is the backbone of the retail business. Greet a customer the second he/she enters the store and you’re off to a good start. Providing excellent customer service is a must if you want to make a sale in the retail industry. In the Temkin Experience Ratings for 2013, Amazon, Sam’s Club, and Ace Hardware were included in the Top 10 organizations that gave excellent customer service. And of course, talking about customer service in retail isn’t complete without mentioning Zappos, which has become a favorite case study on how to provide excellent customer service.
When guests check-in at hotels, they expect every staff member to help them feel at home by making their stay as relaxing and comfortable as possible. Unlike purchasing a product in a retail store, a customer spends a day or night (or even more) in a hotel so they have plenty of time to assess the quality of a hotel’s customer service. Hotel chains like Marriott and Hilton have been doing a great job in their customer service department because they earned the top 2 and 3 spots in a survey conducted by MSN Money and Zogby Analytics for their 2013 Customer Service Halls of Shame and Fame.
Customers of couriers can be very demanding; they want their packages to be delivered not just on time, but in perfect condition. That’s why companies in this industry are always under great pressure to well, deliver, not just physically but provide customer service that won’t leave someone ranting online and influence their friends to switch their courier choices. In the 2013 Customer Service Halls of Shame and Fame, UPS and FedEx were listed as top 4 and 5 so they must be doing something right.
4. Grocery and Fast Food
For hungry (and even not hungry) adults, food is a heaven-sent product whatever form it is, so they expect it to be perfect in every way. No wonder the grocery and fast food industry is included in this list. In the Temkin Experience Ratings for 2013, Publix and Trader Joe’s earned the top two spots for organizations with the most excellent customer service. Some special mentions include Aldi, Chick-fil-A, and Dunkin’ Donuts. Sometimes, it doesn’t matter how cheap or expensive the food is, it all boils down to good food and great customer service.
Do you belong in any of these industries? What customer service strategy would you like to share with our readers? Leave us a comment below!