How Your Customer Service Response Can Turn a Bad Experience Into a Remarkable One

Bite-Sized Delight From the Episode:

• How Peloton’s customer service response turned a bad experience into a memorable one.
• Delta’s unique approach to helping folks fly with kids.
• KFC’s edgy ad in response to a chicken shortage crisis in the UK.
• Why millennials want the mobile experience more aligned with the in-store experience.

DISSECTING THE EXPERIENCE: Flying with Family [01:57-11:15]

Joey recently took a flight with his family and his kids took a tour of the cockpit. When they were finished, the pilot had something to give them, but it wasn’t the standard wings. Instead, Delta has made trading cards for every plane in their fleet. We talk about some other aspects of the experience that were great and also look at a moment where even Delta (gasp!) faltered a little.

Tweetable Quotes

Delta made trading cards for all the planes in their fleet. #CX Share on X
Be careful that, when you’re delivering with one customer, you don’t make another one unhappy. #CX Share on X
Anticipate the obvious with your customer. #CX Share on X
Create fun mementos that go beyond the expected. #CX Share on X

Takeaways

• The little things matter: create mementos that go beyond the expected.
• Be careful that when you’re delivering to one customer, you don’t make another customer unhappy.
• Anticipate the obvious with your customer.

CX PRESS: KFC Ad [11:17-19:27]

We’re taking a look at Clint Rainey’s article for GrubStreet, “Okay, KFC’s Ad About Its Chicken Shortage Is Pretty Great.” When KFC ran into distribution problems, as many as 700 of their 900 UK locations were forced to close because they didn’t have any chicken. Come for the insights about their customer service response, stay for the fowl puns.

Tweetable Quotes

One PR exec called the ad, ‘A masterclass in PR crisis management.’ #CX Share on X
Know your brand voice and make sure it’s in alignment with your customers. #CX Share on X
If at first you don’t succeed, try again. #CX Share on X
Go bold or go home. #CX Share on X

Takeaways

• You need to sincerely apologize in your customer service response and make sure it’s actually getting through.
• Know your brand voice and make sure that it’s in alignment with your customers.
• If at first you don’t succeed, try again and make sure your apology is heard.
• Go bold or go home: edgy works well with KFC’s brand so the ad was a hit.

THIS JUST HAPPENED: Bike Delivery [19:27-27:47]

Peloton sells stationary bikes with a video screen that lets you take pre-recorded or live spin classes, merging the experience of having a bike conveniently located at home with the motivation or going to classes. These bikes are delivered and installed, but Joey’s friend, Matt Ward, had a less than stellar experience. We look at how Peloton’s customer service response made Matt’s experience remarkable.

Tweetable Quotes

If you’re a business that sells to end users you never meet, there’s a lot at stake in the first interaction. #CX Share on X
Customers don’t expect perfection, but they expect you to clean up your own mess. #CX Share on X
Beginnings matter: first impressions early in the relationship are vitally important. #CX Share on X
Be a human, focus in on what’s most important first in your customer service response. #CX Share on X

Takeaways

• Beginnings matter: the first impressions early on in the relationship are vitally important.
• Be a human: the Peloton rep asked about the injury first, before getting to the problem at hand.
• Do the unexpected, because that’s what turns customers into raving loyal fans.

CHECK OUT THIS NUMBER: 31.7% [27:50-31:14]

31.7% of millennials want a mobile experience that is more closely aligned with the in-store experience. This number comes from a recent survey commissioned by Oracle, and we talk about what that means for your business.

Tweetable Quotes

31.7% of millennials want a mobile experience that is more closely aligned with the in-store experience. #CX Share on X
There’s still a desire to have the customer experience feel human, even on mobile. #CX Share on X

Takeaways

• Millennials want the mobile experience to feel in alignment with the in-store experience.
• There’s still a desire to have the customer experience feel human, even on mobile.

Be a Part of the Show!

We’d love to hear about your great customer experiences, which segments you like, and your ideas for future episodes!

Are You Looking for Things We Referenced?

• Lightboard
• “Okay, KFC’s Ad About Its Chicken Shortage Is Pretty Great” by Clint Rainey
• “Empower Your Team To Over Deliver in Customer Service – My Peloton Story” by Matt Ward
• Smarter CX by Oracle
• The Oracle CX Assessment Tool

See you next week!