A Good Customer Experience is Worth its Weight in Gold
Author: Gary BarnettI just had an extremely positive customer experience with a company that is effectively using multiple channels to proactively service their customers. My experience was so impressive, that I felt compelled to share it with you.
I recently transitioned to a new Internet service, which required an on-site visit from a technician. After I signed up for the service, I received an email welcoming me to the “family” and stating that the company would keep me updated on the progress of my service activation. Shortly thereafter, I received another email providing a progress update and saying that a technician would be at my house in the next day or two. I was also told that the technician would not require access to the inside of my home.
A few days later, I received a third email informing me that the technician had completed his visit and everything was in-order, but additional information was required. The company offered the option to respond via email or telephone. I promptly called the 800 number and the automated system asked me for my account number. When the agent answered the phone, she said, “Hello, Mr. Barnett. I bet you’re calling about the email we just sent you.”
Within two seconds of the agent answering the phone, I had complete confidence that she would be able to help me. She met my expectations.
I am a relatively new subscriber to this service, but so far I am a very satisfied subscriber. In fact, I am so satisfied that I have already told about 100 of my closest friends.
Author: Gary Barnett
Catergories: Customer Service/Consumer Demands
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