There is an on the web office supply site that I shop at occasionally and that really understands the value of providing exceptional customer service as their brand positioning strategy.
In reality, I have experienced a clerk stay with me on the device forever when I decided to get a few computers worth thousands of dollars. And yet the exact same sense of importance and urgency about my needs was evident when I tried to find out a $10 inkjet purchase.
Conversely, I decided to here is another 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. pozycjonowanie siedlce The ordering process went just fine, nevertheless when the item did not arrive promptly as promised and I ran out of ink in my printer, I wasn’t a pleased 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 something problem. Then, I went back on their website and found which they provided a UPS tracking link, which I thought was cool. The problem was that it did not work.
Next, I decided to email them and unearthed that they had a pretty nice support ticket system to send an notice about my problem. After explaining my problem and typing in my invoice number for the credit card that they had already charged, I pressed the send button. It took them several full working day and into the next to answer my support ticket!
Once they finally responded, this is the message that I got:
“Thanks for your recent order. Please be advised that as a result of 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 require a duration of 7-10 business days for arrival.”
My response was to cancel my order and request that the charge to my credit card be refunded. I lost confidence in their customer service promise as a brand positioning strategy and I wasn’t happy using their response. I recognize that this was not just a major purchase, pozycjonowanie stron siedlce but it was vital that you me. And, well I was the customer and while the customer is not at all times right, they are always the customer.
When you can key in on that golden nugget of business excellence you increase your brand positioning strategy profitability potential.
So let’s review. I had a good company that I possibly could trust. Some smart marketing by a competitor got me to give them a chance. However when I did so, their customer service was very weak and their insufficient customer centric focus lost them my business (and my referrals) never to return. I went back to the business that had delivered the perfect customer experience as their brand positioning strategy and never looked back again.