There’s an online office supply site that I shop at occasionally and that actually understands the worthiness of providing exceptional customer support as their brand positioning strategy.
In reality, I have experienced a clerk stick with me on the telephone forever when I decided to get a few computers worth several thousand dollars. And yet the same sense worth addressing and urgency about my needs was evident when I tried to find out a $10 inkjet purchase.
Conversely, I decided to try a 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 usa. The ordering process went just fine, but when the merchandise didn’t arrive on time as promised and I ran out of ink in my own printer, I wasn’t a happy new customer.
When I tried to call them at their 1-800 number and got an answering service that only took orders and could not help me with something problem. Then, I returned on the website and found which they provided a UPS tracking link, which I believed was cool. The difficulty was that it didn’t work.
Next, I decided to email them and discovered that they’d quite a nice support ticket system to send an notice about my problem. After explaining my problem and typing in my own invoice number for the credit card that they’d already charged, I pressed the send button. It took them several full working day and into the following to react to my support ticket!
Once they finally responded, this is actually the message that I acquired:
“Thanks for the recent order. Please be advised that because of unforeseen technical difficulties in our system your order was misplaced. We’re along the way of correcting this and shipping out all orders. Please remember 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 support promise as a brandname positioning strategy and I wasn’t happy using their response pozycjonowanie stron usa. I realize that this is not just a major purchase, but it absolutely was vital that you me. And, well I was the client and while the client is not necessarily right, they are always the customer.
When you can input on that golden nugget of business excellence you increase your brand positioning strategy profitability potential.
So let’s review. I’d a good company that I could trust. Some smart marketing by a competitor got me to offer them a chance. However when Used to do, their customer support was very weak and their not enough customer centric focus lost them my business (and my referrals) never to return. I returned to the business that had delivered an ideal customer experience as their brand positioning strategy and never looked back again.