How one retailer is revolutionizing customer service by committing to one not-so-crazy strategy – keeping promises.
It seems inevitable. Every few weeks the headlines are dominated by the latest in an ongoing saga of customer service nightmares. When the news isn’t covering any particular viral incident, chances are someone in your social network is posting about a terrible experience they had with one company or another. Every industry has it’s own set of “frequent offenders,” among them airlines have overbooked flights, restaurants suffer cleanliness issues, and hotels have issues maintaining their facilities.
In the retail world, half of all ecommerce customers will experience at least one issue a year. Delays, damages and goods simply not arriving at all top the list of customer complaints. These issues are never more prevalent (and more frustrating) than around the holidays. This is not one of those stories.