With social media and communication channels at their fingertips and online shopping quickly and easily overtaking, when shopping in-store, businesses are updating outdated tactics to retain customers and find new audiences. Much can be learned about the exceptional customer service of the titans of the industry who adapt to this culture and thrive. The tactics of these three companies can work for small businesses looking to improve service through positive change.
Pro Personalization: Ritz Carlton
Service quality standards and customer expectations change as consumer trends change. Small businesses can take notes in the hospitality industry as a whole – it’s based on a personalized approach to the guest for maximum convenience. Room service. Chocolate on the pillow. Meet guests by name when checking in. These details are important and have their roots in a corporate culture that emphasizes personalized service.
The Ritz Carlton incorporates personalized service into its learning DNA, with an emphasis on connecting with guests and going the extra mile to stay comfortable.Personalization is not just about responding to customer needs, but also to make customers feel special. The main thing is that customers are not transactions.
Convenience Pro: Amazon
Known for its wide variety of products – from clothing and gadgets to household and food items – Amazon ranks # 1 for convenient shopping. In addition to its extensive online catalog, Amazon proudly offers subscription services, automatic renewals, online streaming, and of course two-day free shipping for most Amazon Prime memberships.
But with every business there are problems. can arise with any aspect of the customer experience. Maybe out of stock. Maybe the item didn’t arrive on time. Whatever the problem, Amazon is taking action quickly. With a convenient help center available on their website 24/7, customers can report concerns and an Amazon representative will offer solutions such as expedited delivery of a replacement item and solutions such as as discount coupons for future purchases.
Amazon’s success is based not only on the convenience of shopping, but also on generosity and courtesy to keep customers coming back for you too.
Community engagement pro: Wendy’s
True communication with your customers in the age of social media can be overwhelming. There are so many distractions between platforms, and it seems like every business, including your competition, is on Facebook, Instagram, and Twitter. For businesses, especially small businesses, it is essential to carve out a niche and give new meaning to the struggle.
Take Wendy, for example, this fast food chain known for its indelible burgers has caused a stir on the Twitterverse with its witty customer interactions. They are also known in a certain way for “roasting” their McDonald’s fast food colleagues. Using the tools provided by these social media platforms, Wendy created direct channels of communication with her audience and gained attention by trying out a new personalized personality. The social strategy of this company is proof that experimentation can lead to good customer-company interactions.
Change is not always a bad thing. Companies can see change as an opportunity to innovate and open up new opportunities for interactions with customers.