What do you expect as a customer? Interesting infographic on why companies with great customer service succeed. How long do you give a brand to respond to your complaint? I expect response within a day. Average is 1 week, or else you lose 50% of your customers. FIFTY! It reminds me of an experience I had last night with IKEA USA (RULE OF THUMB - YOU MUST HAVE YOUR RECEIPT OR ELSE IKEA WILL NOT HONOR ANY RETURNS. CREDIT CARDS DONT COUNT AS PROOF OF PURCHASE). I was returning a picture and unused curtains. Didnt have the receipt. I had to speak to 2 managers until I got the store manager who explained the same thing to me - no returns without receipt. I asked her what the cost of opportunity was, and told her I was there to spend X amount of money on new items, and that I dont care if they give me store credit, or even half the amount of what the items are worth on store credit, I want to know that I am a valued customer. If she didnt give me the credit, we wouldnt buy the rest of our furniture there. It was purely principle. She then smiled and said, Alright, Ill give you 30% of what its all worth as store credit, deal? And we went on to buy what we needed. And I do feel valued. Whenever brands solve my problems, it makes me VERY loyal to them. blog.kissmetrics/great-customer-service-infographic/?wide=1#_6xvlQU
Posted on: Sun, 20 Oct 2013 19:23:53 +0000
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