Friday, May 23, 2008

The Customer Experience

In a recent blog post at Customer Think, Mei Lin Fung tells a story about her friend’s customer service experience at Whole Foods. The outstanding customer service will gain Whole Foods more business through the customers word of mouth communication than any advertisement for the store ever will.

It is very important that a company always pays attention to customer at every touch point. With this story of the manager helping the customer personally find a recipe not available in the store, and then finding all of the ingredients, it shows that the manager truly cares about the customer. It is important to have employees who have respect for the customer, other employees, and have a genuine belief in the product.

A customer will come back into your store because of the treatment they receive from the employees. It’s critical to know that you have this touch point taken care of.

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