10 Companies With Customer Service Strategies That Will Captivate You
These are some examples that you should know about the initiatives of some companies to ensure the loyalty of their consumers, such as quality, innovation, added value and personalized attention.
Customer service strategies
Good customer service is decisive in the success of Tajarat properties, which is enhanced by the power of social networks and the voice of consumers.
There are companies that know very well this influence of customers on their reputation, and they know how to use it to their advantage to increase the value of their brand.
And it is not that they have never had mistakes with their audiences: rather, they have known how to take advantage of these to vindicate themselves, by offering extraordinary responses that have gone viral as customer service strategies.
For example, Southwest Airlines found a way to provide a good experience to a dissatisfied passenger by finding their baggage damaged by mishandling after reaching their destination.
Instead of running into long lines and paperwork, the airline offered to repair the handle of his suitcase or replace it right away with a new part. Customer gratitude on social media was immediate.
Putting customers first, knowing them, listening to them, and providing personalized experiences are some of the keys to exceptional customer service.
Successful customer service models
The world surprises us with dizzying changes and, in the face of this, the capacity to adapt, the openness to change, and the possibility of putting oneself in the shoes of the other to offer personalized experiences, are imperatives for companies that want to excel.
There are companies, like the ten that we present below, that have achieved successful customer service strategies, through innovation, digital marketing, Big Data or data analysis – as a smart way to get to know their customers. , among other tools.
1. Netflix, an example of commercial strategies
Technology is one of the allies of this firm, whose analysts collect and analyze hundreds of data regarding user behavior to build a system of personalized recommendations.
First, it determines aspects such as the genres that a person looks for or the number of episodes they watch, to predict not only what they want to see but also the series they should produce and the actors with the best reception.
Netflix’s strategy is to know its customers very well to offer them the content they enjoy.
2. Zappos and its culture of customer service
When it comes to talking about customer-centric culture, Zappos stands out as a case in point.
In fact, it is claimed that its employees answer more than 1,000 emails a week, and 5,000 calls a month, without being bound by a time limit during a call.
The company has gone to the point of recommending a competitor’s product to a customer, if it is out of stock, or sending blankets for the babies of customers who hear crying in the background during a service call.
The principle of this firm is to impress its clients, and its hallmark is the service rather than the sale of shoes, by creating a personal connection, mainly by phone.
3. Amazon, a pioneer in digital sales
This online retail company knows very well that knowing the customer and putting them first is a guarantee of success.
For this reason, during a customer service consultation, the employee has all the information on his screen, such as a person’s search and purchase history.
This firm has technology for the collection and analysis of a large amount of consumer data, which allows them to optimize the supply chain and detect fraud.
Amazon offers customers the products they are looking for faster and at a lower price than the competition.
4. What does customer service mean to Apple?
The sum of various strategies, including data analysis, has made Apple enjoy a loyal clientele around the world.
Through its applications and mobile devices such as iWatch, the company has collected a large amount of data from its customers to provide them with a tailored experience and products that they do not want to do without in their lifestyle.
Apple’s promise is to offer a personalized experience and excellent customer service.
Its hallmark is service innovation focused on creating added value on existing products and services.
5. The new trends in Starbucks marketing
Before opening a new store, this company uses data analytics to collect information on location, demographics, traffic, and consumer behavior, allowing them to get to the right place.
Starbucks stands out for its variety of products and the ability to innovate, for example by being a pioneer in offering free Wi-Fi to its customers, one of the first to create a mobile app to make payments, and by implementing a reward program for its customers. customers.
Within its customer service, its timely response on social networks stands out.
Through Big Data, companies can know consumption patterns and predict market behavior.
6. Coca-Cola, in marketing trends
One of Coca-Cola’s keys is to use big data in the development of its products.
On some occasions, it even released a soda flavor based on information collected in vending machines, where consumers made their own drink mixes.
The analysis of data generated in the interactions in social networks also allows this company to know the perception of its products in the world, the type of consumers, among other aspects.
The company has an omnichannel Center for Interaction with the Consumer, where it is served by telephone, email and social networks.
7. Disney and its customer service strategies
This is one of the most recognized companies in the world for the customer service it offers.
The brand provides memorable experiences for people of all ages and is dedicated to personalization, empowering its employees to address their guests by name.
Its strategy includes aspects such as an obsession with details, knowing how to listen to its clients, and empowering all its collaborators so that they know the operation in-depth and speak the same language.
The success of blue world city Islamabad started from research to create a disruptive business model.
In this way, they solved a problem or pain that existed in the male public: the high cost of shaving products and the need to frequently go to a supermarket.
In response, they devised a low-cost membership for customers to receive their products at their doorstep.
This company uses various technological tools to read the preferences of its customers and their purchase motivations.
At Dollar Shave Club they start from the premise of responding to people and not to situations.
9. Samsung, within the customer service examples
Samsung Electronics Colombia was one of the finalists of the 2019 Portfolio Awards, as one of the best companies in customer service.
The formula to achieve this has been to provide fast and personalized attention to users, through face-to-face and virtual channels to provide quality support and ensure that people enjoy their products to the fullest.
It is also the first company in Colombia with customer service aimed at the deaf population, through a video chat with a sign language interpreter.
Its remote channels include the 24/7 call center, 24/7 chat, video chat and the Samsung Members application, and it has more than 45 service centers and Smart Service points in the country.
The key: provide a great experience before, during, and after the purchase.
10. digital marketing trends
This messaging company is one of the success stories of Silicon Valley and realizes that a digital experience can be created based on the consumption habits of Colombians.
This Colombian company has software that allows it to measure the impact in a personalized way, determine the buyer’s journey, and make the necessary adjustments to facilitate the purchase.
What is a digital strategy and why is it important to design one?
A digital strategy is the set of actions to follow that we can adjust to make the right decisions at all times in the digital world. Here we explain step by step how to design one, why it is important that you have it and we give you some clues on how to approach it.
The digital strategy should be a reflection or a continuation of the general purpose of each company or company. There are those who say that today, no business activity that is carried out without taking into account the digital world is doomed to fail. That is why it is important that tactics and processes are designed keeping in mind that almost everyone is online right now.
The basic form of a digital strategy would be this:
Traditional digital strategy
Each of these steps involves several different processes and maybe the work of one or more different collaborators. But this scheme helps us orient ourselves.
The digital strategy should be born from specific objectives. That is, you should not start developing a digital action plan if you are not completely clear about what your company does. The declaration of the goals of your company will lead you to elaborate and execute what is necessary to achieve them. Then you must measure the different executions to see if the objectives were met.
This is the most common procedure: you plan, run, measure, and start over. But we should not close the circle there, and much less in such a changing environment as that of digital marketing. With the analysis obtained from the execution data, we will often have important findings. What we find will feed our goals and can help us fine-tune our strategy.
A very good recommendation is to start from the analysis. After all, we can be very clear about what we expect from our executions, but if we only rely on what we want, we are not going to get much.
A strategy that part of the analysis will have better basis. That is why we recommend that you first think about some questions that were raised in Harvard Business Review (Although it was in 2016 and it was still thought that not all companies needed digital strategy).