So, I got my first Nike Fuel Band in March at SXSW. I was lucky enough to stumble upon a “pop-up” store they had set-up and found out they were selling them. So I waited in line and purchased one. I LOVED it! It was so cool and so easy to use and really helped to keep me motivated to not just sit there and be lazy. I wore it ALL the time, gym, home, work, yard work, etc.
Then one day it stopped working, the button would no longer press and i was sad 😦 . Well, since I work in CS in the Social space I looked up their support handle ( @NikeSeattle ) and asked for help. They immediately responded and moved the convo to DM, which I expected. Then they said, come on by and we will swap it out for you, that simple. Super easy interaction and swap out experience.
Well, recently that one had the sam problem, so I DM’d @NikeSeattle straight away and once again an immediate response. Come on in and we can swap it out, so the next day I did just that. They even helped set the new one up without haste. I even got to pick out one of the new colors (I picked Ice).
I really wish other companies made the experience so easy when the hardware fails. They were so easy to do business with and really great and friendly in person.
Now, I’m sure some of you are saying to yourself “Nike is a huge company, that is the least they should do”, and I would agree with you. But you would also be surprised at how rare that is now a days.
I tip my hat to you Nike for continuing to set the bar high in your Customer Service channels.
Whenever I work from home I make a trip to the local coffee house. I try to work from home as much as I can, although I still make it into the office pretty regularly (not the point of this story though, sorry).
Every time I go into my favorite coffee house, I am transported to a place where customer service is the main goal, the entire interaction is all about me and my family and how things are going. Every time I go in there, no matter what time of day, everyone who works there has the biggest smile (which works wonders by the way) and just seems genuinely happy to be there. I wish more companies did this, you can hear a smile in someones voice over the phone or even in their typing online.
I truly appreciate how I am treated, how they remember the little things about my order (yes I do in fact like the end piece of the banana bread), how I like whip cream but my son does now, odd I know, he’ll learn). I always leave there with a bounce in my step and a smile on my face and ready to take on the day.
Thank’s Van Gogh Coffee House, I appreciate the effort, the attention to detail and everything you do!
If you are ever in Seattle, please stop by and try it out for yourself ( http://www.vangoghcoffeehouse.com )
I have read several different articles in regard to what customers expect when they post a question/comment/thought on social platforms. Some want almost instantaneous responses, others (and a pretty decent %) want a response within an hour. Being on the end where we try to meet those expectations it is hard to meet what the customer expects and what we can do. I struggle everyday to try and justify that the time frames we have created (turn-around times if you will) are attainable (even when we can’t meet them). I know deep down what we have set as “goals” is the right thing for the business but ultimately the customer.
See, I remember what it’s like to be a customer, to have some mental note of how long it should take for someone to respond to a reasonable (no abusive or curse riddled post) to their Twitter page or Facebook Wall/Timeline.
Can we meet what customers expect, I truly believe, YES. Can we do it right now, unfortunately no. There needs to be the same focus on CS in Social Media as there is for brick & mortar call centers and until there is, hitting these targets will continue to be a “goal” and not something we actually achieve on a daily basis.
Expectations are good, but it sure helps if you have support from the top down.
I see more and more comments from people who are just flat-out negative and I don’t get it. I am sure you have a valid complaint against whatever company/entity you are upset with, but when you start a post/comment out with “F*ck XXXX” what good does that do you? I mean honestly, do you expect the company/entity to respond back with a constructive post that will temper your resentment or negativity about them? I get we all get upset, trust me I get it. But coming in guns a blazin’ doesn’t help anyone in this situation.
Why has sitting behind a computer give all of us a “license to say anything”? When did that change? When did we throw civility and basic manners out the window? I was taught better than that and from time to time I have flown off the handle, but as I see more and more negativity I have really tried to pay attention to what I am writing/posting so that in the event a company/entity picks it up, they can actually figure out what my issue is and try to help me.
Please everyone, enough with the nasty comments, the downright horrible attitudes and personal attacks. I understand your issue is unique to you and it is beyond irritating, but please try to think for a split second if what you are about to click “send” on is going to articulate your issue so that when someone does get it, they can act on it and try to help.
We truly do want to help…trust me…