There’s an on the web office supply site that I shop at occasionally and that actually understands the worth of providing exceptional customer care as their brand positioning strategy.
In fact, I have experienced a clerk stay with me on the telephone forever when I decided to purchase a few computers worth thousands of dollars. And yet the same sense worth addressing and urgency about my needs was evident when I tried to determine a $10 inkjet purchase.
Conversely, I decided to here is another 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 pozycjonowanie bełchatów. The ordering process went just fine, but when the merchandise didn’t arrive punctually as promised and I ran out of ink in my printer, I wasn’t 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 a service problem. Then, I went back on their website and found which they provided a UPS tracking link, which I thought was cool. The difficulty was that it didn’t work.
Next, I decided to email them and found that they had a pretty nice support ticket system to send an notice about my problem. After explaining my problem and typing in my invoice number for the bank card that they had already charged, I pressed the send button. It took them several full working day and into the following to react to my support ticket!
Once they finally responded, here is the message that I obtained:
“Thank you for your recent order. Please be advised that as a result of unforeseen technical difficulties in our bodies your order was misplaced. We’re in the act of correcting this and shipping out all orders. Please remember orders shipped today will still need 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 within their customer care promise as a brandname positioning strategy and I wasn’t happy using their response. I realize that this was not just a major purchase, but it absolutely was important to me pozycjonowanie stron bełchatów. And, well I was the customer and while the customer is not necessarily right, they are always the customer.
If you’re able to input on that golden nugget of business excellence you increases your brand positioning strategy profitability potential.
So let’s review. I had a great company that I could trust. Some smart marketing by way of a competitor got me to give 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 organization that had delivered an ideal customer experience as their brand positioning strategy and never looked back again.