I believe customer experience is so underrated. Customer experience is where you interact with your customers, get feedback, learn, provide information and provide the ‘wow’ factor.
Last week we launched all of our products at Uncle Jack after they had previously sold out. It was a massive launch and we were under the pump to get the orders out to our customers.
At 3.45pm on a Friday afternoon we received an email from a customer who had ordered 7 of our watches for his groomsmen for his wedding the following day. He received just 1. Through the chaos and madness we mistakenly read 7 as 1. Our customer was clearly upset over the matter and quite rightly.
We searched and called couriers to see if it were possible to get the package to the customer from Melbourne to South Australia in time for the wedding. We found a company that could pick up the package, drive it to the airport, put it on the first available plane, have a driver waiting in South Australia at the airport and then deliver it to the customer.
We paid an arm and a leg for the courier service, we didn’t make any money, but it was worth it. We now have a customer who will continue to purchase from us and spread only good things about our company.
Customer service is about the wow factor.
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