There is an on line office supply site that I shop at occasionally and that basically understands the worth of providing exceptional customer care as their brand positioning strategy.
In reality, I have experienced a clerk stick with me on the phone forever when I decided to purchase a few computers worth several thousand dollars. And yet the same sense worth focusing on and urgency about my needs was evident when I tried to find out a $10 inkjet purchase.
Conversely, I chose to try a 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, pozycjonowanie cieszyn nevertheless when the merchandise didn’t arrive punctually as promised and I ran out of ink in my printer, I was not 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 couldn’t help me with a service problem. Then, I returned on their website and found that they provided a UPS tracking link, which I believed was cool. The problem was that it didn’t work.
Next, I chose to email them and found that they’d a fairly nice support ticket system to send an notice about my problem. After explaining my problem and typing in my invoice number for the bank card that they’d already charged, I pressed the send button. It took them more than one full working day and into the next to respond to my support ticket! pozycjonowanie stron cieszyn
Once they finally responded, this is the message that I obtained:
“Thanks for the recent order. Please be advised that due to unforeseen technical difficulties in our system your order was misplaced. We’re in the process of correcting this and shipping out all orders. Please bear 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 bank card be refunded. I lost confidence within their customer care promise as a brand positioning strategy and I was not happy with their response. I understand that this was not a major purchase pozycjonowanie stron internetowych cieszyn, but it was crucial that you me. And, well I was the customer and while the customer is not necessarily right, they are always the customer.
When you can type in on that golden nugget of business excellence you will increase your brand positioning strategy profitability potential.
So let’s review. I had a great company that I really could trust. Some smart marketing by a competitor got me to provide them a chance. Nevertheless when Used to do, their customer care was very weak and their insufficient customer centric focus lost them my business (and my referrals) never to return. I returned to the business that had delivered the perfect customer experience as their brand positioning strategy and never looked back again.