The cost of bad customer experiences is more expensive than the cost of providing good customer service. Some businesses get it and some don’t. When was the last time you switched loyalty because of horrible customer service? These incidents stick and never go away. Do they? As per the survey commissioned by RightNow and conducted by Harris Interactive, only 1% of consumers feel their expectations for a good customer experience are always met.
The double-edged sword is that your customers will go to your competitor and that will hurt the business in the long run. And they would take more customers with them.
I am writing this blog, from NY and I did change my loyalty with a big hotel brand last week. I used to stay in this particular hotel every time I traveled to NY to be at the IBM headquarters, Armonk. This time, I faced challenges with the shuttle system and I reached out to the hotel staff, who could not manage to resolve the issue. I was told, “It is not in the contract.”
I was shocked and I called their competitor, Hyatt House, White Plains and spoke with Anthony Damiano, who I did not know, was the GM of the hotel, but spoke with me with utmost care and personal touch. I was impressed. He took the details of my request and asked for 60 minutes. He then responded to me and assured me that, Hyatt House would be glad to have me as a guest and offered free shuttle service to IBM Headquarters, Armonk.
That was exceptional! Here was a hotel which was ready to go the extra mile for me, although I had never given business to them and the other hotel, although, I was a loyal customer, shoved the contract in my face! I packed my bag and moved to Hyatt House, White Plains.
Not only Hyatt House got me, I also got them one more IBMer to come stay with them, thereby becoming their ambassador. One act of customer delight got them two customers..and that’s just the start. I would urge all IBMers (others too) who are traveling to IBM Headquarters in Armonk to stay at Hyatt House, White Plains.
When was the last time an exceptional service won you over? Share those details and help the business who made you smile!
Edited by: Vanitha Poojary