"We will take care of YOU"

   is the first sentence you:

1. Want to hear when you walk into a store/on a website wanting to make a purchase.
2. Want to hear or feel when you have an issue with the purchase /transaction you made.

I strongly believe that, whichever company gives the feel of this assurance will always have new and repetitive customers.. Because if any one customer gets this feel, he/she will happily spread the word around. And when this happens, customers will be ready to pay premium because it satisfies their emotional needs. This will also make a customer feel that he is been given high priority.

What companies made you feel this way ? I always got this feeling when i walked into some well known chains like Nordstrom on when i shop online on Amazon or Zappos . Starbucks makes me feel the same way, if you dont get exactly what you ordered, they will happily get you another drink and infact in some local places like Falafel drive inn (local restaurant in San Jose, CA) also does similar customer service..


Can you list the stores where you had amazing customer experience ??


As always, thanks for reading and sharing your thoughts...

3 stories.... of companies in 3 different segments  RETAIN, REGAIN & REGRET.. these 3 segments  summarizes how customer service and experience has played a key role in the future of a company...

• Story #1 :

Amazon is a company started as mere online bookselling company but has become worlds largest online retailer in a decade.. It makes shopping simple and easy thus providing a great customer experience. And if by any chance customer faces any problems, amazon's top class customer service makes sure they are available to solve customer problem. This practice not only attracts new customers but also RETAINs existing customers.

Apple challenges status quo and comes up revolutionizing product lines. The greatest strength of apple is its intuitive user experience design that is embedded into their product line.   people comeback to apple with such a motivation that they stand in line for hours to get hands on faster than others. This beautiful designs and user friendly products makes sure that customer base is always RETAINed 

• Story # 2 :

 Ford lost all its sales due to various reasons such recession, competitive vehicles at lower prices, change in customers taste for cars etc. At one point it merely lost all its customer . but it didn't give up, it didn't close its doors.  Ford came back with innovative car designs for lower prices, better gas mileage etc. They made sure that their new cars satisfies customer taste and made sure that customers had much better experience with the new designs, new pricing structures etc. This way, they are REGAINing their customer base.

• Story # 3 :   

If you are unable to RETAIN or REGAIN your customers, there is one thing that can definitely be done, that is REGRET. and the best example now is NETFLIX.


Thanks for reading.. i would appreciate your comments