Would you say that the best asset a company can possess is being known for amazing customer service and customer satisfaction? Think about it…if you could be known for that. If that was the thing that people thought about when your company was mentioned, I’d have to say that you were winning.
If you are known as having great customer service, that means that you could screw up as many times as you want (not really, but) and you could still say “sorry” and people actually accept your apology and want to continue doing business with you.
Recently I was directed over to Amazon where Founder and CEO Jeff Bezos once again posted a public letter to customers, this time stating:
I’m happy to report that Amazon has been rated #1 in the National Retail Customers’ Choice Awards…
So how does Amazon rank #1 in customer service?
The digital age has forced the evolution of customer service. In a world where emails and texts have replaced more intimate forms of communication, where shoppers can complete a sale 24/7 via online transactions, and where the modern definition of customer service seems to have downgraded the importance of direct human interaction. And, let’s not forget that customer service in the traditional sense has also been crippled in recent years by an economy fostering a trend toward part-time, minimum wage, less “invested” sales associates.
As the world’s largest online retailer, Amazon has been a driving force behind the e-commerce movement and changing standards for customer service excellence. Some of the words consumers used in their reasons to nominate Amazon for Customers’ Choice included “efficient,” “fast,” “reliable,” “no hassle,” “easy,” and of course, “free shipping.” Note that these terms differ vastly from those who nominated Nordstrom, THE purveyor of traditional customer service: “experience,” “friendly,” “personal,” and “knowledgeable.”
What comes to mind when you think Amazon? I’d personally agree with all of this. I’d say Amazon is winning.