“Beyond simply attracting new customers and creating
transactions, the company wants to retain customers and grow their business.
Marketers want to build strong relationships by consistently delivering
superior customer service. “ Marketing:
An Introduction, pg. 8. I have had
many great customer service experiences, but I have one in particular that
stand out and that follows the quotation above.
I love to shop online, and during the Christmas season I used
the Internet for almost all my shopping needs. I use to go to many different
websites depending on what I was looking for. Footlocker for shoes, Coach for
purses, Sephora for makeup, etc. This past year however, I was introduced to
Amazon.com from a couple of my co-workers. They couldn't believe that I never
ordered anything from them before. So I sat down no less than a week and a half
before Christmas and starting filling my online shopping cart. I found a book
for my mom, a purse for my sister, and Steelers sweatshirt for my dad. I paid
the extra fee for everything to be delivered before Christmas day. I was so
excited that I got all my shopping done at once and I only had to wait for one
package. The package arrived a couple days before Christmas. When I opened it
to start wrapping the gifts I took the sweatshirt out of the packaging and to
my surprise it was a women’s size Saints sweatshirt! I was so upset that my dad
wasn't going to have a gift from me to open on Christmas day. I reached for my
phone and called Amazon.com right away. It didn't take long for a customer
representative to get on the phone and when they did they were very pleasant
and apologetic. I thought that I was going to have to holler, scream, and
threaten to never shop there again. It was the opposite. They listened to my
story and they sent out the correct Steelers sweatshirt that day and they paid
for the overnight shipping of the package to make sure I had it before
Christmas day.
Needless to say, I always shop on Amazon.com. I have an
Amazon.com credit card and use it all the time! They spent $50 of their own
money to ship me a sweatshirt and I have definitely gave them that $50 back ten
fold just in the next year alone. They have definitely retained me as a
customer by delivering great customer service and they have built a great
relationship with me and I always give them great reviews to family and
friends.
No comments:
Post a Comment