This question was posed by Lee Silverstein in a blog post. In his words, “You know it when you experience it, but sometimes it’s difficult to verbalize. I like to explain the difference as ‘great’ service is the type of service that you would tell others about.” He explains further, “You could walk into a […]
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Great customer service story from Chewy. And what I love the most is that it’s not a random act of kindness from the brand. My friend Joshua Crum shared a tweet from Anna Brose. She tweeted this on Tuesday night: “I contacted @Chewy last week to see if I could return an unopened bag of
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WOULD YOU RECOMMEND A COMPETITOR? The Zappos Family of Companies does. In Purple Goldfish 2.0, we share an example of this from Joe Gascoigne. In his words: “As for an example, one that springs to mind is that if you try to order shoes from Zappos and they do not have the shoes you want
WOULD YOU RECOMMEND A COMPETITOR? The Zappos Family of Companies does Read More »
“This must be the work of Lord Vader!” This was the response from the LEGO Group when a customer reached out about a missing bag of pieces for his set. And it wasn’t an ordinary set. Jason Aten shared the story of how John purchased the Star Wars Mos Eisley set in Inc. Magazine. It
DELETES FACEBOOK, LEAVES SOCIAL MEDIA, MOVES TO HIMILAYAS, PIGEON DELIVERS NOTE… “Hi, this is Steve from Sweetwater, just reaching out to make sure you are satisfied with the guitar picks you ordered in the eighth grade. If there is any way I can further assist you in making your customer experience with Sweetwater the best
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Warning: This post contains a BIG ASS lesson. Big Ass Fans makes … well, pretty big fans. The first fan nearly two decades ago spanned 20 feet. The company prides itself on being customer-focused and having a direct line to its industrial, agricultural, commercial and residential customers. To bring this to life, they created a
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WE ARE NOT FOR EVERYONE. This is a central tenet of Pink Goldfish strategy. It was also the “Aha” moment that Steven Knight of Mosaic Home Services Ltd. took away from a Pink program with David Rendall. In a recent Inc. Magazine article (see link in the comments), Steven recounts the experience: “Until I heard
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The DISNEY PARADOX of customer experience… Want the gold standard for guest experience? Enter the house that Walter Elias built. Walter Elias Disney was obsessed with improving the overall experience. He would drive the cast members and Imagineers crazy with his suggestions for improvement. Walt understood that little things matter and there was power in
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“I lost my girl a week ago. I called Chewy.com and told them I would no longer need pet food from them because of Annies death. I received these flowers today.” This quote was from a LinkedIn post by Eric Steilberger with a picture of the flowers and his beloved Annie. Steilberger continues: “I cancel
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Billboard: “Sorry, our entire budget went to excellent customer service.” That’s the copy with a broken image icon on a billboard in Belgium. Credit to TVH Parts Co. for the creative outdoor execution. For background, TVH is the world’s largest distributor of material handling spare parts and accessories. Shoutout to Zvi Baida for posting the
Billboard: “Sorry, our entire budget went to excellent customer service.” Read More »
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Stan Phelps, CSP® is a keynote speaker and workshop leader who helps brands stand out, engage teams, and drive lasting impact through innovation.
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