In today’s market, customer service is EVERYTHING! That’s not hyperbole; according to research from PwC, 86% of buyers are willing to pay more for excellent customer service. This means the success of an organization can depend on the kind of service provided to customers and be leveraged as a significant brand differentiator. Let’s look at some brands known for their extraordinary customer service and what we can learn from them.

The Walt Disney Company

There perhaps is no better example of best-in-class customer service than Disney. The Walt Disney Company has an iron-clad grasp on customer service. Everything from the language used (referring to customers as “guests”) down to the way “cast members” (Disney employees) gesture is carefully curated, and no cast member will be “on-stage” (in front of guests) without first “earning their ears” (passing an internal assessment demonstrating that they can and will engage with guests in the manner to which Disney approves). Disney cast members are expected to deliver magic to guests. Anything less is unacceptable.

What we can learn from Disney:

1. Set your customer service standards high and live up to them.

2. Hold yourself and your employees accountable.

3. If you want to be remembered for excellent customer service, provide excellent customer service.

Zappos.com

Zappos (owned by Amazon) has dedicated time and effort to providing customers with excellent experiences. The organization observes and tracks customer behavior, allowing them to deliver a more personalized experience and build long-term relationships. With that sort of laser focus on customers, it’s no wonder a staggering 75% of purchases through Zappos are from returning customers.

What we can learn from Zappos:

1. Focus on creating customer loyalty through exceptional service.

2. Keep customer service at the heart of your organization because that’s where your customers keep their positive experiences.

Chewy.com

Since its inception in 2011, Chewy.com has worked tirelessly to create remarkable customer experiences (for humans and pets). A quick Google search will fill your results with hundreds of positive reviews about how quickly issues are resolved, how considerate customer service representatives are, and how Chewy.com goes above and beyond what customers expect from an organization of its size (like sending flowers to pet owners experiencing the loss of a beloved animal).

What we can learn from Chewy:

1. Empowering employees to engage with customers allows for a more in-depth understanding of needs and can lead to far more satisfied customers.

2. Every customer’s interaction with a brand is a customer experience opportunity; don’t miss the chance to go above and beyond.

In the war for customers, customer service needs to be at the top of your list of priorities for capturing an audience. Not sure where to start? Get in touch with OnPointPlus and let our team of dedicated professionals guide you to grow your customer experience team into a customer delighting machine.