Six things customer service and retail brands get wrong about customer loyalty

Michiel Gaasterland
Dec 11, 2019 Michiel Gaasterland

Some believe that you can earn loyalty by ‘delighting’ customers. Some say a ‘positive emotional experience’ works best. Others say we shouldn’t use the term loyalty at all, because it’s misleading, and no-one can ever really be ‘loyal’ to a brand anyway. Is the truth out there?

When you join The ROBIN Program, one of the first things our Expert Coaches do is introduce you to our ‘Three Principles of Great Customer Service’.

Should your E-Commerce store offer a WOW service experience to grow like Zappos?

Michiel Gaasterland
Jan 28, 2015 Michiel Gaasterland

 

At ROBIN we are 100% dedicated to offer our customers amazing support. It’s what we live for. It’s our vision, passion and strategy all rolled up in one. But hey, we’re a customer service software company. Our customers would expect nothing less than amazing support.

The shining customer service example in E-Commerce is Zappos. Their #1 core value is to deliver ‘WOW’ through service and they have build a multi-million dollar business out of it. It’s often advocated on marketing blogs that your E-Commerce store should also aspire to deliver ‘WOW’ through service to attain customer service nirvana - like Zappos did.

But is that the right advice? Should that be your customer service goal? Let’s take a closer look at 'customer delight’ and ask: is it marketing spin or a valid growth strategy?

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