Examples of customer care
Posted: Sun Dec 22, 2024 9:05 am
Let's look at some well-known examples of how customer care has become a great marketing tool. Often, such actions may seem risky, but more often than not, non-standard solutions aimed at eliminating user problems turn out to be justified and lead to positive results.
Nordstrom and the Return of Other People's Tires
In 1975, a man found himself in a quandary email database indonesia when, after using his winter tires for a few weeks, he discovered they were defective and decided to return them to the tire shop. However, he was shocked when he arrived at the shop and discovered that it had been replaced by a Nordstrom, which sold a completely different product. The man was determined and explained the situation to the store clerk. To his pleasant surprise, the clerk promptly returned his money.
Examples of customer care
While it seems absurd to return an expensive item that can’t be resold, Nordstrom decided to take a small financial hit and take responsibility for the quality of the products. Its “Use common sense in all situations” policy has had a good PR effect, the tire incident continues to be discussed almost half a century later, and a Google search for “Nordstrom tires” returns more than 3,000,000 results.
While this is the exception rather than the rule, and regular returns of expensive items can bankrupt a company, Nordstrom demonstrates that sometimes it is worth taking a risk and taking a small financial loss to maintain customer loyalty. This approach has allowed the company to become one of the leaders in the NPS indicator, surpassing even Apple in 2018.
Casper and the chatbot for people with insomnia
Mattress maker Casper has created a chatbot called Insomnobot 3,000 to help people with insomnia and reduce their feelings of loneliness at night. Lindsay Kaplan, the firm’s head of communications, said the program was designed to “make 3 a.m. a little less lonely.” The bot uses a humorous tone and discusses topics that may bother people who are struggling to sleep. Although the program is free, it helps the company collect customer phone numbers to send out promotional materials. Casper is one of the few organizations that has successfully used this innovative approach for PR and to build a warm base of contacts.
Nordstrom and the Return of Other People's Tires
In 1975, a man found himself in a quandary email database indonesia when, after using his winter tires for a few weeks, he discovered they were defective and decided to return them to the tire shop. However, he was shocked when he arrived at the shop and discovered that it had been replaced by a Nordstrom, which sold a completely different product. The man was determined and explained the situation to the store clerk. To his pleasant surprise, the clerk promptly returned his money.
Examples of customer care
While it seems absurd to return an expensive item that can’t be resold, Nordstrom decided to take a small financial hit and take responsibility for the quality of the products. Its “Use common sense in all situations” policy has had a good PR effect, the tire incident continues to be discussed almost half a century later, and a Google search for “Nordstrom tires” returns more than 3,000,000 results.
While this is the exception rather than the rule, and regular returns of expensive items can bankrupt a company, Nordstrom demonstrates that sometimes it is worth taking a risk and taking a small financial loss to maintain customer loyalty. This approach has allowed the company to become one of the leaders in the NPS indicator, surpassing even Apple in 2018.
Casper and the chatbot for people with insomnia
Mattress maker Casper has created a chatbot called Insomnobot 3,000 to help people with insomnia and reduce their feelings of loneliness at night. Lindsay Kaplan, the firm’s head of communications, said the program was designed to “make 3 a.m. a little less lonely.” The bot uses a humorous tone and discusses topics that may bother people who are struggling to sleep. Although the program is free, it helps the company collect customer phone numbers to send out promotional materials. Casper is one of the few organizations that has successfully used this innovative approach for PR and to build a warm base of contacts.