We’re not going to waste your time talking about how important it is to provide great customer service. It’s pretty obvious even with one statistic—94% of customers say they are likely to return to a company if they have a positive experience with customer service.
This article is different from others featuring top consumer service companies. Based on real-life examples, we packed it with applicable tips and defined what is shared between all these blossoming companies.
We hope you get inspired and hone that piece of coal (*insights*) into a diamond (*your personal success story*).
Let’s start with a big piece of the pie—retail and wholesale consumer services.
According to a report by Deloitte, the retail industry is expected to face challenges in 2023, with GDP growth slowing to 0.9% in 2023. However, retail and wholesale customer service companies with relatively healthy labor markets and a seamless and gratifying purchasing journey will continue to boost sales. The following businesses are proof.
Yes, it’s pretty obvious. We couldn’t start with another company but Amazon. Undoubtedly one of the most prominent companies in the consumer services field, Amazon has revolutionized how people shop. Starting from selling only a copy of the book "Fluid Concepts and Creative Analogies" by Douglas Hofstadter, Amazon turned into a company selling everything from A-Z (and the meaning is actually hidden in the Amazon logo). In 2022, Amazon reported net revenue of $513 billion, up from $469 billion in 2021. The reason for such success is Amazon's reputation for exceptional customer service. Here are some tips derived from their strategy:
Insightful tips from Amazon customer service strategy to get inspired
1. Innovative self-service options: Amazon offers innovative self-service options to empower customers. They provide chatbots, enabling quick access to answers without human assistance. Amazon also explores advancements like Virtual Try-On to simplify the process for customers.
2. Fast response times: Amazon prioritizes fast response times to customer inquiries, aiming to address them within 24 hours or even sooner. This commitment builds trust and showcases their respect for customer time.
3. Personalized customer service: Amazon leverages customer data to personalize the shopping experience. They provide tailored product recommendations based on past purchases and browsing history, fostering satisfaction and loyalty.
4. Customer obsession: Customer obsession lies at the core of Amazon's customer service strategy, where the paramount focus is placed on the customer's needs and satisfaction, leading to dedicated customer loyalty.
Netflix emerged as a dominant player in streaming entertainment, disrupting traditional TV with its subscription-based service. They offer a vast collection of movies and shows, along with critically acclaimed original content. The survey ranked Netflix as the top video streaming service in the US for customer satisfaction. That’s why we definitely have inspiring customer lessons to learn from this streaming platform:
Insightful tips from Netflix's customer service strategy to get inspired:
3. Accessible plans: Netflix offers a range of accessible plans to cater to different user preferences and needs. These plans ensure that viewers can enjoy their favorite movies and shows conveniently.
4. Exceeding customer expectations: Netflix surpasses customer expectations with such features as the “Skip Intro” button. Whenever you are watching your series of choice, and the next episode starts, Netflix offers you the option to skip the introduction. It makes the viewing experience a lot better.
Leisure and hospitality consumer service companies play a crucial role in providing memorable experiences and exceptional service to customers across the world. These companies encompass a wide range of businesses, including hotels, resorts, restaurants, travel agencies, and entertainment venues. With a primary focus on customer satisfaction, these companies strive to create positive interactions and lasting impressions.
The Ritz-Carlton is a hotel chain renowned for its bespoke luxury and incredible hospitality experiences. Its overall customer engagement score now ranks above the 90th percentile. So here are some things to learn from this exceptional hotel chain:
Insightful tips from the Ritz-Carlton Hotel customer service strategy to get inspired:
Technology-oriented service: Hotel staff and customers have access to technology to make their lives easier. While the hotel staff uses chatbots to request customer feedback and offer personalized services, customers also have access to smartphone-connected rooms and services that also remember guests’ preferences.
Customer obsession: For example, employees keep their eyes and ears open and record every guest’s expressed and unexpressed wishlist in the notepad they carry, and then they use their instincts to surprise and delight them.
Anticipating consumer needs: The Ritz-Carlton strives to anticipate the needs of its guests before they even arise. This proactive approach allows them to provide personalized and anticipatory service, further enhancing the guest experience.
The feeling of belongingness: Belonging is the sense of security and support one has resulted from a belief in being accepted and valued for being one ‘authentic self.’
Airbnb revolutionized the hospitality industry by providing a platform for unique accommodations globally, disrupting traditional hotels. It has created a sense of community and cultural exchange, with hosts earning over $150 billion and accommodating over 1 billion guests. In 2021, the typical US host earned $13.8k.
Insightful tips from Airbnb's customer service strategy to get inspired:
Customer-oriented value proposition: Airbnb offers travelers the opportunity to immerse themselves in local culture while saving money compared to traditional hotel accommodations.
Risk minimization: Airbnb addresses hosts' concerns by providing solutions and mitigations for potential risks, including insurance coverage, the ability to set house rules, and other safety measures.
Ease of joining and platform management: Airbnb simplifies the process of becoming a host with clear requirements, resources, and support channels such as live chat, email, and phone. Hosts also benefit from management tools for listing details, pricing, availability, and more.
Freedom of choice: Airbnb stands out with a vast array of accommodation options, each offering unique exteriors, interiors, and amenities. This variety allows guests the freedom to choose an authentic and personalized experience, unlike the standardized offerings of many hotels.
Health and social consumer service companies play a vital role in the well-being and support of individuals in need of healthcare and social services. These companies encompass a diverse range of organizations, including hospitals, clinics, nursing homes, home care agencies, and social service providers. The primary focus of these companies is to provide high-quality care, assistance, and support to individuals facing health challenges or social difficulties.
UnitedHealthcare, a division of UnitedHealth Group, is one of the largest health insurance providers in the United States. The company has been successful in part due to its focus on innovation and customer service.
Education consumer service companies play a pivotal role in supporting and enhancing the learning journey of students across various educational settings. These companies encompass various organizations, including tutoring centers, online learning platforms, educational consultants, and test preparation services. Their main objective is to provide tailored educational solutions and resources to meet the diverse needs of learners.
Udemy, an online learning platform, has achieved significant success by prioritizing high-quality, affordable courses and providing a user-friendly platform for instructors to create and publish content.
Emphasis on accessibility and affordability: The company’s focus on accessible education has attracted a diverse community of learners and instructors worldwide, contributing to its worldwide popularity.
Ever-expanding offers: Udemy has experienced continuous growth by expanding its offerings, notably through the introduction of Udemy for Business. This platform enables companies to access Udemy's diverse course library for employee training and development purposes.
Social responsibility: Udemy has garnered recognition for its strong commitment to social responsibility. The company has demonstrated its dedication by offering free courses to individuals impacted by natural disasters and other crises. By providing accessible and valuable educational resources during challenging times, Udemy showcases its commitment to making a positive social impact and supporting communities in need.
As the consumer services field continues to evolve, we can expect more exciting developments and disruptive companies to emerge, shaping the way we experience and engage with services in the future.
Now, summing up the companies’ approaches to customer service, we defined the following takeaways that are the core values of every blossoming business:
Remember! You can always outsource a multichannel customer service team to make sure your customers get the best 24/7 service with professionally trained agent and dedicated approach. Request a call with EverHelp to figure out how exactly we can assist your business.
Our real time support team provides omnichannel communication for customer service 24 hours per day, with continuous agents training and customized scripts for every business we collaborate with.
Were the customer service companies’ approaches discussed inspiring? Hope so.
Were the numbers useful? Definitely.
Will they be helpful in 2023? Absolutely.