There’s an on line office supply site that I shop at occasionally and that really understands the worth of providing exceptional customer service as their brand positioning strategy.
In fact, I have had a clerk stick to me on the telephone forever when I decided to buy a couple computers worth thousands of dollars pozycjonowanie gdańsk. And yet exactly the same sense of importance and urgency about my needs was evident when I tried to find out a $10 inkjet purchase.
Conversely, I made a decision 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. The ordering process went just great, but when the product did not arrive punctually as promised and I ran out of ink in my own 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 could not help me with a site problem. Then, I went back on their website and found that they provided a UPS tracking link, which I believed was cool. The problem was so it did not work. pozycjonowanie stron gdańsk
Next, I made a decision to email them and discovered that they’d quite a nice support ticket system to send an notice about my problem. After explaining my problem and typing in my own invoice number for the charge card that they’d already charged, I pressed the send button. It took them more than one full working day and into the following to react to my support ticket!
Once they finally responded, this is the message that I got:
“Thanks for the recent order. Please be advised that because of unforeseen technical difficulties in our bodies your order was misplaced. We are in the process of correcting this and shipping out all orders. Please keep in mind orders shipped today will still demand a duration of 7-10 business days for arrival.”
My response was to cancel my order and request that the charge to my charge card be refunded. I lost confidence within their customer service promise as a brand positioning strategy and I wasn’t happy making use of their response pozycjonowanie stron internetowych gdańsk. I recognize that this was not really a major purchase, but it had been very important to me. And, well I was the client and while the client is not at all times right, they’re always the customer.
When you can input on that golden nugget of business excellence you increase your brand positioning strategy profitability potential.
So let’s review. I had a great company that I could trust. Some smart marketing with a competitor got me to offer them a chance. However when I did, their customer service was very weak and their insufficient customer centric focus lost them my business (and my referrals) never to return. I went back to the organization that had delivered the right customer experience as their brand positioning strategy and never looked back again.