There are three primary factors that contribute to excellent customer service, according to Forbes. They are trust, honesty and consistency. When brands build their service strategies without these factors, their efforts might miss the mark for customer satisfaction and loyalty.
Some companies that have captured these crucial ideas and used them as a foundation of their customer service strategies have become enormously successful as a result, the source reports. Zappos and Nordstrom are two companies that have exemplified these ideas.
Online shoe retailer Zappos consistently earns top marks for its customer service, which includes live support 24 hours a day, seven days a week and a relaxed return policy that accepts merchandise for up to a year after the purchase date with no questions asked. Shoppers can trust they will get exactly what they want from the company, and in exchange, Zappos trusts that its customers will respect the policy and not take advantage of it.
High-end department chain Nordstrom has also built a reputation for its consistently excellent service. Nordstrom sales associates regularly write clients handwritten thank you notes following purchases, Forbes explains. When companies provide highly personalized service, they demonstrate how well they understand their customers' needs, according to Marketing Profs. While younger clientele might prefer text messages or email, their long standing customers prefer the traditional correspondence they have come to expect.
Forbes advises businesses check in with their service strategies, ensuring they are providing an excellent experience by asking themselves if they are trustworthy, loyal to customers and consistent in their efforts.