A lesson in exceptional customer experience

Recently, you may have seen this great story featured on the news and in your personal social media news feeds. It’s an incredible story about the power of service and its ability to create emotional connections: Target Employees Help Teen Prep for Job Interview

As the story goes, a young North Carolina man was about to go on his first job interview, so he went in to his local Target store to purchase a clip-on tie. But, the store did not sell clip-on ties—only traditional neckties—so the workers went a step above and beyond. First, they assisted the young man by showing him how to put on a traditional necktie. Then, they tucked in his shirt, doled out some advice about looking the interviewer in the eye and offering a firm handshake, and wished him luck before sending him on his way.

What makes this story remarkable is that this great service moment was not shared by the Target company itself—or even by the customer himself—but rather by another customer who happened to be shopping in the store that day. As the customer observed this moment and realized she was witnessing a heartfelt and genuine interaction between the worker and the young man, she snapped a few photos and shared them via her personal social media accounts. And, of course, the rest is history as the photos went viral and appeared on news media outlets worldwide.

So, what business lessons can we take from this?  The power of service lies in its ability to create an emotional connection, rather than a purely rational connection. In the service moment cited above, the Target worker recognized the opportunity to turn a simple transaction (i.e. to help the customer find a tie), into an interaction, resulting in an emotional connection with the customer, and with other customers who were not even directly involved.

This story also demonstrates how social media can so quickly and easily become the vehicle through which customer interactions and service-delivery moments—both good and bad—can be shared worldwide. In other words, now more than ever, organizations must assume that their customer service experience is completely transparent to the public through social media.

Remember, customers will tend to talk about poor service, and they will tend to talk about exceptional service, and they are now using social media to do so in both cases. So, make sure your service is exceptional! And, if you’re curious to know how the young man fared in his interview after he left the Target store, click here to see how the story ends.

How are you ensuring that your Customer Experience is ‘Social-Media’ friendly? Contact us

 

How to win the smart omni channel customer

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The economic turbulence and disruptive technologies have changed the retail segment as we know forever. Today’s customer is a technology driven organism who is used to having real time information available at the touch of a button. Customer behavior has changed dramatically and at a pace that many retailers are finding it hard to cope with.

A growing number of customers are moving to the online and mobile platform for shopping due to smart phone penetration. Disruptive technologies like smart phone have made anytime shopping a reality. In these fast paced tectonic changes, the retailers who are able to provide a more enriching and personalized multichannel experience to the customers will be the winners and the ones who lag behind in the technological race will be out of the game as brick and mortar stores will become less and digital retailing will be the future trend. The amazing performance of Alibaba is an example of the retailing future.

Retailers need to utilize the social intelligence to improve their omni channel offerings and come up with more interactive and personalized customer experience. The stores will not perish altogether however it will be the online anytime, anywhere personalized shopping that will get the customers loyalty and attention.

To know how we can help you understand your customer expectations, contact us.