Customer Loyalty and Peeping Toms, Part II
Posted by Debra Neville
If you read Tuesday's post, by now you've figured out who 'big blue' is.
Earlier today, when speaking with one of my blog subscribers, I was asked to confirm blue's identity. I did and gave even more details about the experience. More positive details that I didn't include in the post. For example: The calls I got came from the manager of the window treatment department; my calls have not come from central calling in Idaho.
Was my experience totally remarkable? No, it wasn't (but I did remark about it).
Did 'blue' break new ground in how I was serviced as a customer? No, they didn't. But they did service me and that's the point. And now I'm talking about it again because they called my cell phone yesterday and wanted to do another three-question survey on this blind-replacement experience. As big as big blue is, I'm beginning to think they really care about my business.
There's a lesson to be learned here. I often write about customer service and the loyalty that's built when specialty retailers really service their customers. I often suggest retailers differentiate themselves from the big-box stores, by servicing their customers because the big-box stores don't usually do a good job of servicing their customers.
I stand corrected. It seems that some of the big-box guys are servicing their customers.
So, if there's only one take-away from this week's rant, it's pay attention to your customers. You know who your competitors are; make sure you have a competitive edge. Track the customer in your retail point of sale software and you'll really have the competitive edge!
Download a 3-page white paper with some pretty creative ideas to build loyalty. I didn't create this tag line, but, Just Do It!
Nine Strategies to Create Customer Loyalty
