Whenever I shop, at the mall, at the grocery store, on the phone I find customer service is not providing me the experience to return to them and to be loyal to them. Amazon is hurting more and more retail sectors because they are adding additional items, shoes, clothes and now automotive parts. It’s really a very simple equation to give those that support your business a kind word, a thank you and to find other ways to make the customer feel welcome and appreciated. Some small businesses do this well, they send thank you notes and reminders, they remember you as their customer.
I have over 25 years in retail management, providing customers with an excellent experience in service was the pillar of my expertise as a manager – and I find less and less businesses offering great service these days. Imagine utility companies, refuse companies, doctors offices to care for you as much as they care for your money, I bring this up because no matter what career you are in, you must know what legendary service is and provide it to your customers.
Why does Amazon do so well? They have built a system to ge the goods to you quickly and in an efficient way. They don’t schmooze and they don’t reward, except they do try to offer additional services their subscribers want.
Is it because we the consumer don’t care about it? Is it that we don’t want it? Or are the big companies cutting back to make bigger profits? Whatever it is, if you don’t like it, let them know, if you are happy with their service, let them know as well.