What a great customer experience looks like...

Providing a great experience to your customers will increase their loyalty. This is not new; however you still see many companies that lack on delivering the best for your customer.

It doesn’t matter if it is a fresh new client or an old client. Companies that invest in a good end-to-end customer experience are the ones that will stand out and be successful. A customer-centric strategy is something that every company should strive for.

Recently I had a great experience with drukwerkdeal.nl. I have worked with them in other companies and I knew the great quality and service they always provided. I made a request with a tight deadline and the postal service delayed the delivery. I contacted them and mentioned how urgent I needed to have the order delivered. Customer service was very helpful and found a solution to meet my deadline.

I was extremely shocked in a positive way. Its s been a long time that I haven’t seen such a commitment to the end customer. They didn’t know I worked with them before, as this new request came from the new company I am currently working.

We all know that Covid-19 accelerated the growth in the ecommerce industry, and this also impacts the postal services, which caused the delay of the delivery. Without any issue, they put themselves in the shoes of the customer and instead of blaming the postal services they came with a quick solution. 

What will happen now? I’ll for sure order more and, as I am doing now, I will share my experience with friends and my network.

What made a good experience? 

-       Speed in bringing a solution to a problem.

-       Convenience by delivering the end product to my home.

-       Consistency in the level of quality 

-       Friendliness from the account/customer service team

This is what I call a winning experience which set them apart from everyone else. What I have learned during years of evaluating and creating strategies to deliver the best service to customers; what intensifies loyalty is not only delivering a good product and service, but how you deal when unexpected things happen.