Here's an example of a great customer experience by experts in the field, Starbucks! They definitely increased my brand loyalty after this experience.
I was at a Starbucks Coffee Shop (or as I like to call it, 'Bucks') and was waiting for my Tall Non-fat Skinny Latte. As I picked up my Latte I noticed a piece of paper floating in my drink. (YUCK!!!)
Within seconds the Starbucks employee whisked away my coffee, made me a new coffee, and gave me a free coupon to come in for another coffee without ME saying 'BOO'. The Starbucks employee apologised for the less than perfect drink, SINCERELY, while giving me a replacement.
There was no requirement for me to make my case, in fact I barely had a chance to recognise there was something wrong before it was fixed.
The result? I was impressed?! They made a potentially bad customer experience, into a very positive customer experience.
What we can all learn from this excellent example of great customer service?
- Consumers notice.
- A good experience can create a customer ambassador.
- A good experience builds loyalty.
- Give the consumer a reason to go back (coupon).
- It's very important to train your employees and reward them for great service.
Thank-you Starbucks for making a bad experience into a great experience, and for showing the rest of us how great customer service works.
Wow.. would that all the franchises offered the same! I can tell you they are definitely not all equal. I definitely agree with you that great customer service is the most important thing you can offer! As you said, you become an ambassador for them because of it. About 8 years ago I had a similar experience and I still talk about it today!
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