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

Posted Under: Experience This!
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About Experience This!:

Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have more fun in the process. A fun collection of quick-hit segments filled with deep learning and takeaways, you don’t want to miss this audio experience!

Apple Podcast Reviews:

Love these characters! Joey and Dan break down the customer experience, uh, experience, in a fun way.

by Brief is the New Black

Such a great pair! I have followed both of these guys online for a while and was stoked that they teamed up for a podcast. The podcast is super easy to listen to and provides a lot of insight that is actionable for my work. Excited for what is to come. Thanks Joey and Dan!

marykmetcalf

How Peloton’s customer service response flipped a bad experience into a good one, what Delta is doing to push the unexpected, and KFC’s clever response to a chicken shortage.

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.
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.Delta Airbus information

Tweetable Quotes

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

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.
KFC tweetKFC bucket

Tweetable Quotes

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

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 Click To Tweet
Customers don’t expect perfection, but they expect you to clean up your own mess. #CX Click To Tweet
Beginnings matter: first impressions early in the relationship are vitally important. #CX Click To Tweet
Be a human, focus in on what’s most important first in your customer service response. #CX Click To Tweet

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 Click To Tweet
There’s still a desire to have the customer experience feel human, even on mobile. #CX Click To Tweet

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!


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