For the most part, your customers are looking to be WOW’d. When they call in or online chat with your agents, are they finding themselves excited about that experience? They should be because that is how you get them coming back.
I am addicted to shoes. I will look at shoes wherever I might go, online or in a store. When Azppos.com came around, i thought I had died and gone to heaven until I saw their prices. Luckily for me, I was give a coupon code and decided to purchase some awesome looking shoes. After I put in my code and gave my credit card number online, I found that the discount was not applied. I contacted the online agent and they were so helpful in ensuring that I received my discount. He even with the extra mile and called me the next afternoon to ensure I received my order and it went through properly. Then, about a week later, I received a handwritten note from this agent thanking me for my business.
Why am I telling you this? I’m telling you this because I was WOW’d and I’ve not kept quiet about it. I am now a loyal customer/advocate of Zappos.com. They know how to take care of their customers.
Their agents are trained to make their customers not want to go to their competition. What are you doing to create loyal advocates out of your customers?