Customer service plays a crucial role in the success of any business. In fact, studies have shown that consumers are willing to spend 17 percent more with companies that deliver exceptional customer service. However, in an era dominated by social media, negative news tends to spread faster than positive news. This often means that stories about bad customer service experiences overshadow the stories of companies that excel at customer satisfaction.
But fear not! In this article, we will explore 11 exceptional examples of customer service that will inspire you, as well as provide tips to improve your own customer experience.
What does excellent customer service look like?
The definition of “good” customer service is subjective and varies depending on customer expectations. Factors such as industry standards, brand reputation, and product cost can influence what consumers consider to be great customer service. For instance, customers flying economy class have different expectations than those flying business class.
Understanding what your customers expect from your customer service experience is crucial in determining whether they perceive your brand as excellent or terrible. Do they prefer multiple channels to resolve issues? Are they more concerned with quick response times or the availability of self-service options? Identifying these preferences will help shape your customer service strategy.
Why is delivering excellent customer service important?
Delivering exceptional customer service has numerous benefits for your business. Here are some of the most important reasons why investing in great customer service is vital:
1. Satisfied customers will spend more
According to Hubspot, 68 percent of consumers are willing to pay more for products and services from brands associated with excellent customer service. By delivering exceptional customer service, you not only create happy customers but also build enough brand equity to charge a premium for your offerings.
2. Your ROI will improve, and profits will increase
A study by Deloitte found that customer-centric brands were 60 percent more profitable than those that neglected customer experience. Empowering your support team to provide excellent customer service benefits both customers and your brand’s financial performance.
3. Customers are more likely to forgive you
If you provide good customer service, you can convince customers to return even after a mistake. Salesforce discovered that 78 percent of consumers are willing to do business with a brand again if the customer service is excellent, even if a mistake was made.
4. Customer loyalty improves with great customer service
Microsoft reports that an impressive 96 percent of customers believe that customer service is vital when choosing to be loyal to a brand. Failing to meet expectations in customer service when dealing with upset customers could alienate them, leading to decreased customer lifetime value. Providing quality service can help you increase customer loyalty.
5. A great customer experience means a higher chance of recommendations
Customers who have a positive customer service experience are more likely to recommend your brand to others. According to the XM Institute, consumers who rate a brand’s service as “good” are 38 percent more likely to recommend that company to others.
Real-life examples of great customer service
Now let’s dive into some real-life examples of companies that go above and beyond when it comes to customer service, along with the lessons we can learn from their stories.
- JetBlue – Thank frequent customers with small gestures
JetBlue Airways surprised a frequent customer, Paul Brown, by delivering a Starbucks venti mocha to his seat on the plane after he tweeted about not being able to grab his coffee before boarding. This small gesture delighted Brown and prompted him to rave about JetBlue on Twitter.
- Tesla – Meet your customers where they’re at
Tesla takes customer service to the next level by going to the customer’s home to fix car issues. This convenient service allows customers to schedule repairs on their own time, without the need to visit a repair shop.
- Adobe – Respond to customer service complaints before they happen
During an outage, Adobe tweeted about the issue before receiving customer complaints. The tweet included a video of a puppy stampede to lighten the mood and distract customers from the problem. This proactive approach helped mitigate customer frustrations.
- Trader Joe’s – Help those in need
When an 89-year-old man was stuck at home during a snowstorm and couldn’t find a grocery store that offered delivery, Trader Joe’s stepped up. Despite not offering delivery as a service, they delivered the entire order to his house within 30 minutes, free of charge.
- Coca-Cola – Get involved in social causes
Coca-Cola has a long history of giving back through the Coca-Cola Foundation. They support local charities that empower young people, foster sustainability, and encourage diversity and inclusion. This involvement in social causes builds a positive image for the brand.
- Zappos – Personally reply to every email
Zappos goes above and beyond by responding to every email received, even those addressed to the CEO. They strive to provide a personalized and engaging experience for their customers.
- Us! – Provide an exceptional event experience
At conferences, we send our “Qualtrics Dream Team” to fulfill customer requests and enhance the overall event experience. Our team caters to various needs, from organizing food and drinks to arranging swag, vacations, and even massages. We also collect feedback to improve future events.
- Sainsbury’s – Don’t be afraid to change everything
When a little girl named Lily Robinson wrote to Sainsbury’s, a UK supermarket chain, suggesting that their “tiger bread” looked more like a giraffe pattern, the company listened. They changed the name of the product to “giraffe bread” and shared Lily’s insight with their customers.
- American Express – Give customers benefits that can be used globally
American Express offers its customers a wide range of benefits, including complimentary travel flight credit, insurance, and access to airline lounges. These global benefits, combined with 24/7 support, create a seamless experience for cardholders.
- Walmart – Invite customers into the company family
Walmart, known for its family-centric focus, treats its employees like family. When one of their associates turned 101 years old, the company celebrated by sharing the news on Facebook and inviting customers to join the celebration.
- The Ritz-Carlton Hotel Company – Turn customer errors into service opportunities
The Ritz-Carlton empowers its employees to spend up to $2,000 to fix any guest problem without needing approval. This approach allows employees to turn customer errors into service opportunities. For example, a guest who left his charger behind received a next-day air package with his charger and an extra one for his laptop.
How to provide great customer service
To provide excellent customer service, it is important to gather feedback, set metrics, and take action to improve the overall customer experience. With Qualtrics, you can track key metrics through a customer service benchmark report, measure interactions and feedback across the customer journey, and implement changes to enhance customer trust and loyalty.
Delivering exceptional customer service should be a priority for every business. By following the examples set by these companies, you can create amazing customer experiences that will keep customers coming back for more.
FAQs
Q: What are some benefits of delivering excellent customer service?
A: Excellent customer service can lead to increased customer loyalty, higher customer spending, improved brand reputation, and a higher likelihood of customer recommendations.
Q: How can businesses provide great customer service?
A: Businesses can provide great customer service by understanding customer expectations, empowering support teams, gathering feedback, and taking action to improve the overall customer experience.
Q: Can you provide some real-life examples of excellent customer service?
A: Absolutely! Companies like JetBlue, Tesla, Adobe, Trader Joe’s, Coca-Cola, Zappos, and others have set exceptional examples of customer service. They have gone above and beyond to meet customer needs and create memorable experiences.
Q: How can businesses measure the success of their customer service efforts?
A: Businesses can measure the success of their customer service efforts by tracking metrics such as customer satisfaction scores, response times, and customer feedback. These insights can help identify areas for improvement and measure progress over time.
Conclusion
Delivering excellent customer service is not only important but also beneficial for businesses. By providing exceptional customer experiences, businesses can increase customer loyalty, boost profits, and enhance their brand reputation. Use the examples and tips shared in this article to inspire your own customer service strategy and take your business to new heights. Remember, happy customers are the key to long-term success.