I chose this blog because I found interesting blog posts on customer service. In class, we have talked about points of differentiation and how they can make a business more successful. In a blog post, Jackie Huba talks about “Humanizing a brand”. A person might choose one clothing store, as supposed to another, based on customer service. They associate this business with a certain employee who pays attention to detail and provides excellent customer service. “Humanizing a brand” is a point of differentiation.Furthermore, Jackie talks about “Invisible Customer Service”. She recounts her experience at Nordstrom. Jackie’s Nordstrom visa card did not work and so she made a comment to one of the cashiers saying she would have to call customer service. That same week, Jackie received a new Nordstrom card in the mail. The Nordstrom employee took the initiative of ordering Jackie a new card. This is invisible customer service. In my opinion, these details serve as great points of differentiation for a business. Customers remember these details and so this creates customer loyalty. A company’s customer service reflects upon its brand. It is inevitable that people will associate good or bad customer service with a certain business.The good experiences, will generate good word of mouth which is free marketing for a business. Word of mouth is a a trusted form of advertising since people are generally influenced by their family and friends. For these reasons companies should use customer service as a point of differentiation.
Jackie Huba’s Blog:
How to humanize your brand post : http://jackiehuba.com/2010/05/felix.html
The best customer service is invisible: http://jackiehuba.com/2013/05/the-best-customer-service-is-invisible.html
Images:
clipboard: http://jackiehuba.com/2014/11/study-outstanding-customer-service-more-and-more-word-of-mouth.html
handshake: http://www.getacoder.com/blog/?p=9639
