Social media, and Twitter in particular, have left a lasting and well-documented impact on the way we communicate. Most traditional brand style rules fall by the wayside when you can only use 140 characters. When this limitation is shared between brands and customers, however, there’s an opportunity to speak to our customers in their own language without sacrificing our brand voice and character. As the line between customer service and marketing continues to blur on social media, we’re constantly building and re-building our style and vocabulary to meet our customers in the present moment.At JackThreads, our merchandising team works to unearth the freshest looks and the deepest discounts available. Each day at noon ET, 3 to 4 new sales launch, …
Shep Hyken wrote the book on customer service. Actually he’s written five of them, and co-authored another five on service and leadership, with his most recent slated for publication in September of this year. In his latest book, Amaze Every Customer Every Time, Hyken provides readers with “52 tools for delivering the most amazing customer service on the planet.”
Here’s what we love about Hyken’s new book: he’s structured it in a way that encourages readers to take action on every tool to better their organizations and up customer expectations. From the epilogue:
Pick out the strategies that leapt out at you, right away, and made you think, “Hey, I–or we–could to that.” Make a commitment to start implementing them right now…so that within the next 30 days you will have put those initial Amazement Tools into practice and raised standards of your customers so high that you create a problem for your competition.
We spoke with Hyken …
When flash sale sites initially launched in the late 2000s, many used limited inventory, narrow purchase windows, and final sales to create a sense of urgency among customers. The most loyal shoppers might sit glued to their computer or iPhone when sales start to ensure the best selection of designer goods. But as these sites have evolved and sought to attract sales from less die-hard consumers, many now allow returns on items not marked final sale.
In fact, STELLAService evaluations conducted for the six months between September 12 and February 13 found that several major flash sale sites issued a refund or credit within 28 days. Returns to Fab.com and Ideeli.com were processed within 28 days 100% of the time, and Ideeli.com issued a refund 100% of the time, while Fab.com issued a refund 35% of the time and credit the remaining 65% of the time. OneKingsLane.com and RueLaLa.com also issued refunds 100% of the time and a majority of the time those refunds were issued within …
You may have seen the racist tirade making the rounds this week from a Dunkin’ Donuts customer, Taylor Chapman, who filmed herself verbally attacking several employees after she demanded the entire menu — twice — because the company failed to give her a receipt for her order the previous night. (The 8-minute long video is available here, but be warned: it features highly offensive NSFW content including graphic language.)
At first watch, it’s nothing short of shocking to see a human treating other humans in this despicable manner. The incident has garnered major media coverage, helping to spread the story far and wide.
But there’s a silver lining to this dark cloud. The company issued a statement to Gawker saying that the pair will be recognized for their exceptional service:
We commend the franchisee’s crew member for handling this difficult situation with grace and patience. We believe this is a powerful example of great customer service and …
Editor’s note: This guest post is written by Richard Sexton, founder and president of furniture retailer Carolina Rustica. He has previously written about the challenges of online furniture sales for Happy Customer.
With more than half of smartphone users reporting that their devices are always within arm’s reach, it should be no surprise that smartphone use has invaded every aspect of our lives from communications to entertainment to shopping.
As a retailer, we are naturally concerned and intrigued about how smartphone use is translating into the practice of “showrooming” — when customers bring their devices into your retail store and use either search engines or price comparison apps to determine if they are getting the best price. Armed with a smartphone in hand, the customer can quickly scan bar codes or type in SKU numbers to retrieve pricing data and make their purchasing decision. The worst-case scenario is that the customer buys from a competitor …
SCOTTEVEST’s Quick Draw pocket, a feature co-invented with customer and photojournalist Christian Payne.
Editor’s Note: This guest post is written by Scott Jordan, founder and CEO of SCOTTEVEST.
SCOTTEVEST, Inc. was one of the first clothing companies born online. We have always been a first mover and because of that, we continue to make sure we are staying ahead of the e-commerce game. Central to this mission is our customers and soliciting their feedback throughout all areas of the business, from R&D to product testing to marketing to web design.
At SCOTTEVEST, customer service is the core of what we do and how we operate. I have always managed our company with extreme transparency, as you can see through my personal social media pages as well as my engagement on our company profiles. I have found that over the years, my one-on-one engagement with our customers has created trust and brand loyalty that I honestly have not seen elsewhere.
While I’ve …
When ecommerce websites first launched, some were skeptical that consumers would buy clothes online without trying them on or even seeing them in person first. To remove that barrier, a growing number of online retailers now offer home try-on programs where the consumer can have products shipped to them for low or no cost with no obligation to buy and return shipping included. Here’s a look at three of these programs.
When Warby Parker launched in February 2010, GQ called its home try-on program “the Netflix of Eyewear.” That early buzz proved a double-edged sword, and the company shut off the home try-on program within days of launch because it didn’t have the inventory to support the high demand.
When the retailer relaunched home try-ons with more inventory, customers embraced the opportunity to try on up to five frames at home and solicit advice from friends or coworkers. In fact, Erin Collins, Warby Parker’s manager of customer insights, says the company …
With $83 billion lost annually in poor customer experiences, marketers are being forced to re-examine how their organizations understand and engage with customers. IBM recently surveyed 500 marketing professionals across fifteen industries globally to determine how leading marketers are answering these challenges, and presented the findings at the 2013 SmarterCommerce Global Summit in Nashville. In addition to digital marketing and advertising, the group of marketers surveyed have responsibilities including call centers, ecommerce, customer analytics, merchandising and pricing.
When asked to identify marketing challenges they faced, the top answers revealed that most marketers struggled with customer acquisition and retention, the creation of a reliable customer experience, and effectively using social media as a marketing outlet. “Managing, collecting and making use of internal and external data” was identified as a top marketing challenge by 29% of respondents, …
This guest post is by Shep Hyken, customer service expert, professional speaker and author of the upcoming book, Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet (September 2013). Follow Shep Hyken on Twitter: @Hyken.
Let’s assume that whatever you sell, be it a product or service, does what it is supposed to do. In the process of delivering that product or service, just be nice. Do what’s right for the customer. That’s all there is to it.
“Simplicity is the ultimate sophistication” according to Apple’s first marketing brochure. Is customer service really that simple?
The Ritz-Carlton Motto is just nine words long: We are ladies and gentlemen serving ladies and gentlemen. Those nine words truly describe how the employees are expected to act and the guests are expected to be treated.
For years the legendary Nordstrom’s employee handbook was a simple piece of paper with just 75 words on it welcoming the new …
This guest post is by Richard Sexton, president and founder of Carolina Rustica, a multi-channel retailer of high end furniture. Visit Happy Customer for weekly guest posts from leading thinkers in ecommerce and customer service.
Our industry is littered with dead companies that have tried to exceed customer expectations at the lowest possible cost, at all times and in all situations. As a 17-year veteran of furniture retailing, I can tell you that there is no more difficult customer service challenge than the safe, cost-effective delivery process of getting a piece of furniture into a home.
Furniture is heavy, difficult to move, and easily damaged. Just one scratch on the table, or imperfection in the leather, and that piece is coming back to you at great expense.
Most online furniture retailers employ white glove delivery services that are supposed to “deluxe” a piece before that last mile. Sometimes this happens, but sometimes it doesn’t. And even if …