Thursday, October 31, 2013

Restaurants embrace mobile marketing

Marketing through smartphone apps grows as operators understand its potential

Wednesday, October 30, 2013

Customer Service "The Experience is Everything"

Customer Service "The Experience is Everything"

The Customer Experience at Walmart:

At Walmart if a customer is within 10 feet of an associate; the associate should stop what they are doing and say 'hello' and ask 'how can I help you today'

The Customer Experience at Modify:

Like many companies that sell a physical product, Modify collects feedback through Facebook, Twitter, and a "Help" inbox. They focus further on being proactive, and every week each member of the team has a 20-minute call with a customer. With this customer interaction Modify has made significant changes--updating FAQ, pre-releasing designs, even fixing product issues--thanks to the insights we have taken from these phone calls.

The Customer Experience at The Ritz-Carlton

The Ritz-Carlton philosophy is that any employee who receives a complaint from a guest owns that complaint. First-line employees such as desk clerks, bellboys and housekeepers are empowered to spend up to $2000 to handle any customer complaints and managers can spend up to $5,000 without additional authorization.

The Customer Experience at Nordstrom's

Nordstrom’s legendary customer service includes a liberal return policy, hand written thank-you cards, home deliveries, personal appointments and personal phone calls alerting customers about upcoming sales.

The Customer Experience at Trader Joe’s

Ask a Trader Joe’s employee about a product and he or she will practically sprint down the aisle, grab a bag of whatever you had questions about and join you in a taste test. And returns? No questions asked, even if the goods have been opened and you simply didn’t like the product