There’s an on line office supply site that I shop at occasionally and that basically understands the worth of providing exceptional customer care as their brand positioning strategy.
In fact, I experienced a clerk stick with me on the phone forever when I decided to get a few computers worth several thousand dollars. pozycjonowanie bielsko biała And yet exactly the same sense worth addressing and urgency about my needs was evident when I tried to figure out a $10 inkjet purchase.
Conversely, I decided to try a new online office products supplier that specializes in selling 2-for-1 inkjet cartridges online as their brand positioning strategy and had sent me an offline direct mail piece promoting their website. The ordering process went just fine, nevertheless when the item did not arrive on time as promised and I ran out of ink in my own printer, I was not a happy new customer.
When I tried to call them at their 1-800 number and got an answering service that only took orders and couldn’t help me with something problem. Then, I went back on the website and found they provided a UPS tracking link, which I believed was cool. The problem was so it did not work.
Next, I decided to email them and found that they’d a pretty nice support ticket system to send an notice about my problem. After explaining my problem and typing in my own invoice number for the bank card that they’d already charged, I pressed the send button. It took them multiple full working day and into another to react to my support ticket!
Once they finally responded, this is the message that I acquired:
“Many thanks for your recent order. Please be advised that as a result of unforeseen technical difficulties in our system your order was misplaced. We’re in the process of correcting this and shipping out all orders. Please remember orders shipped today will still demand a duration of 7-10 business days for arrival.”
My response was to cancel my order and request that the charge to my bank card be refunded. I lost confidence inside their customer care promise as a brandname positioning strategy and I was not happy making use of their response pozycjonowanie stron bielsko biała. I understand that this is not a major purchase, but it was vital that you me. And, well I was the client and while the client is not at all times right, they are always the customer.
When you can input on that golden nugget of business excellence you increase your brand positioning strategy profitability potential.
So let’s review. I’d a great company that I possibly could trust. Some smart marketing by way of a competitor got me to offer them a chance. But when I did, their customer care was very weak and their not enough customer centric focus lost them my business (and my referrals) to never return. I went back to the business that had delivered an ideal customer experience as their brand positioning strategy and never looked back again.