5/7/2023 0 Comments Unconventional trelloWe encourage them to write us letters, send us photos, and post stories about their adventures with their animals on our website. We constantly engage customers in storytelling about their experiences. ![]() They’re somehow able to grow and sustain a toy business in a time when every other brick-and-mortar toy store is downsizing.īuild-A-Bear has created the best possible in-store experience because of CEO Maxine Clark’s customer-first philosophy: They’ve sold over 50 million bears worldwide and are currently worth over $200 million. Children are escorted down a production line where they pick their animal, stuff it “with warm wishes”, and give it “a beating heart”. Their slogan, “The Most Fun You’ll Ever Make," is brought to life by the lively and energetic staff that guide children through building their new favorite stuffed animal. Train your reps to avoid customer service jargon and talk to customers like real people.Įncourage your reps to keep the conversation going even after they’ve solved the problem.īuild-A-Bear engages customers in storytellingīuild-A-Bear Workshop is the largest children’s toy store that allows its patrons to create their own stuffed animals. Jet uses a service called StellaService to facilitate real-time customer feedback and employee rewards, but here are small things you can do too:Īdd photos and short bios to your customer support emails. ![]() Make it easy for your reps and your customers to see each other as real people behind their laptop screens. WHAT YOU CAN DO: Humanize your Customer service employees Through this simple cycle, Jet has created an ecosystem that promotes more satisfied customers and a more engaged team. ![]() This creates a cycle of reinforcement that keeps customers happy and employees engaged: reps are incentivized to provide better service, and happier customers are more likely to be generous with their feedback.Ĭustomers see their rep as a real person rather than an email address, and they also get to show generosity towards that person - something that’s scientifically proven to make people happier. If a customer gives them a rating of 4 stars or higher, the customer can also recommend a small gift or a free meal as a thank you bonus. When a customer issue is resolved, Jet solicits feedback with emails that feature their particular rep’s picture and some of their hobbies. Their secret? Making their customer service reps more relatable to their customers. Yet instead of hitting an average response rate of 8-12% from their customers, they boast a response rate of 40%. To make sure they’re delivering on their promise, they’re constantly soliciting feedback from their customers - a fairly common practice. But they also have a pretty ambitious mission statement: “to make shopping more transparent, more efficient, and at the same time, a little more fun.” Jet is an e-commerce site known for their advanced pricing engine, where the more a shopper puts into their cart, the more they save. Here are four companies taking an unconventional approach to customer service to get your ideas flowing: Jet encourages personal connections Instead of following best practices or standard strategies to improve your customer experience, look for ways to differentiate your approach and make your customer experience stand out. To get customers telling their friends about your business, you need to get creative. These days, good customer service isn’t a competitive advantage - it’s only enough to keep up. Most companies worry about their reputation and make sure their reps are friendly, courteous, and engaging. ![]() When was the last time you had such an amazing customer service experience that you told your friends about it? For many people, the answer is never.ĭecent customer service isn’t hard to come by anymore. Learn from these 4 companies sharing their most unconventional approaches to amazing support.
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