ASOS.com’s Post

DON’T F*** IT UP FOR ME Last week we talked about manufacturers who have to disperse their customer experience standards to the vast network of importers, distributors, and other retail partners. I called them “indirect” customers for a reason: you have to be customer centric to your business partners too. Not just because they represent a large group of end buyers, but because lack of partner understanding can result in a disaster. “Didn’t deliver on time” seems tolerable if we are talking about a late package. Looks like an error that can be undone by a voucher or a discount. But what if it’s 50 crates of beer not delivered to a bar owner hosting a EuroCup opening day? Or party decorations that came in 2 days after the party? An order of concrete delivered a day later wastes the time and wages of everyone on the construction project for that day. A late delivery of testing equipment wastes the whole day’s production on a food factory. The worst case we had to deal with was a customer of a funeral home who was unhappy with their mother’s parting event (go on and unf*** that one). Errors like those erode relationships alongside the whole chain as they hurt both direct and indirect customers. Understanding what moments in their journeys are so crucial you simply CANNOT mess them up is mission critical for any CX manager in a B2B organisation or manufacturer. What is your story of “Don’t f*** it up for me”? Just follow the hashtag #NoBullshitCX and the column will appear in your feed every week! Kolle's Column Nr 98 #NoBullshitCX #20yearsFuturelab

#consumerlawready #SME Educating Customers: Retailers can educate consumers about their rights, fostering a positive shopping experience. Empowering Consumers: Informed consumers make better choices and advocate for their rights. more information https://buff.ly/4axaDlC

Service with a smile! I visited a Centra shop with my son this evening after football training. The young guy behind the counter was exceptionally friendly. He took the time to ask my son about his position on the football team and engaged in some general chit chat. As we walked out, my son turned to me and said, "I really like that shop." It was another reminder for me how much of an impression good customer service can make, especially on this occasion if noticed by a young child. Often, when I walk into a shop, I see the team talking amongst themselves, which obviously isn’t great. But this experience was different. It reminded me of the powerful impact of a simple, friendly interaction. Good customer service is about creating a positive experience that makes people feel valued. It's these small moments of connection that can turn a routine trip to the shop into a memorable experience. At Core Impact, we deliver customer service training and I love the conversations around it. I hold every experience that stands out, both good and bad, to use as examples. This will be one of those good ones. Never underestimate the power of a smile and a bit of genuine interest. It can make all the difference and keep customers coming back. #customerservice #smile #experience

In our latest blog, we list the top three reasons why sometimes people tend to spend more than they should. https://ow.ly/uQt950QnVgO

At Mango5, customer service goes beyond resolving issues. We believe in fostering cultural connections to create exceptional experiences. Our team is trained to understand the diverse backgrounds of our clients' customers. We go beyond technical expertise, immersing ourselves in cultural nuances to personalise every interaction. Here's what sets us apart👇 1️⃣ Culturally Savvy Teams: We bridge cultural divides through email, chat, video calls, and phone interactions. 2️⃣ Contextual Understanding: We delve deeper than scripts, recognising customer situations and local traditions. 3️⃣ Building Trust Globally: We speak your customers' language, both literally and culturally, showing their stories matter. And that's the Mango5 difference. In a world that's always connected, we make sure everyone feels at home, one conversation at a time. Ready to elevate your customer experience? Visit Mango5 to schedule a call and discuss your needs 👉 https://lnkd.in/e_iMVxCW #customerservice #culturalintelligence #globalbusiness #Mango5BPO

Empowering consumers, ensuring rights. Maheshwari Caps Pvt Ltd stands with you on World Consumer Rights Day. Your satisfaction is our priority, and we are committed to delivering quality products and services. Together, let's build a fair and sustainable marketplace.🧴🤩 #ConsumerRights #MaheshwariCaps #QualityFirst #worldconsumerrightday #consumerrightday2024 #customersatisfaction #customerreviews #customerfeedback

📢 Why Is This Policy Only for Users? I've noticed an imbalance in the policies surrounding food orders. When users place an order, they are often unable to cancel it once it's confirmed. However, companies reserve the right to cancel our orders at their discretion. 🤔 Why the Double Standard? This policy can be frustrating for users who may have legitimate reasons for needing to cancel or modify their orders. If companies can cancel our orders, shouldn't we have the same flexibility? 🌟 A Call for Fairness It's time for companies to rethink these policies and consider the customer's perspective. Flexibility should be a two-way street, ensuring a fair and balanced relationship between customers and businesses. Let's advocate for policies that respect and consider the needs of users as much as they do for companies. #CustomerRights #FairPolicies #FoodOrderCancellations #CustomerExperience #Equality #ZomatoFraudNowDays #UselessZomatoGoldMembership

This weekend, I was buying my son his first bike with the family... I observed some crazy situations in the store. Some context, it was the first really sunny weekend of the season in The Netherlands, and a ton of people were out and about. Meaning that the sports store Decathalon was also super busy. I get it, people wanted to get their bikes ready for the summer, and just have some fun. Though... there wasn't a lot of staff to help people, maybe two people for the whole section. Here's where it get's crazy. Everything seemed to be going fine, until back to back, a few customers blew up at the lack of help, and the wait because of it. Verbally yelling at employees, and getting in their face - even warranting the security guard to get involved. Meanwhile, me and the wife (both of whom have worked in retail Customer Services) were observing and feeling for the employees, and thinking of how we would approach the situation. But - here's what I saw. Not only were the customer's yelling at employees, but some of the employees yelled back. Here in NL, employees are contracted and protected by those contracts, and so they don't need to always put on the service smile. and you see things like this. While I think some patience from the customers' side could go a long way as employees were doing the best they could, I think that the employees yelling back only escalated the situation more. "stoking the fire". ------------- This is all to say that while many people say that the customer's are always right, I feel that in these kinds of situations, it needs to come from both sides. It's difficult needing service and not getting it, and it's difficult to get yelled at from something that is probably out of your control. Hope people would recognize that more. #customersupport #retail #customerservice

Next up in our Meet the Team series is Natalie Cumberlidge (Cumberlidge Natalie), Head of Customer Service: 𝗪𝗵𝗮𝘁’𝘀 𝘁𝗵𝗲 𝗯𝗲𝘀𝘁 𝘁𝗵𝗶𝗻𝗴 𝗮𝗯𝗼𝘂𝘁 𝘆𝗼𝘂𝗿 𝗿𝗼𝗹𝗲? “I’m responsible for all customer contact across voice, email, digital, social media… which means I never get bored! I love that this role combines my passions of developing people and delivering great service.” 𝗪𝗵𝘆 𝗱𝗶𝗱 𝘆𝗼𝘂 𝗷𝗼𝗶𝗻 𝗗𝗛𝗟 𝗲𝗖𝗼𝗺𝗺𝗲𝗿𝗰𝗲 𝗨𝗞? “Previously I worked in manufacturing, managing multi-lingual customer service teams in different countries. This was an amazing opportunity to travel and gain experience working across so many different cultures and diverse teams, meeting lots of incredible people along the way. When my children came along it was tricky to keep up with the travelling, I wanted a role that was equally as challenging and interesting. So I came to DHL!” 𝗪𝗵𝗮𝘁 𝗮𝗿𝗲 𝘀𝗼𝗺𝗲 𝗼𝗳 𝘆𝗼𝘂𝗿 𝘁𝗲𝗮𝗺’𝘀 𝗯𝗶𝗴 𝗮𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀? “We won the 2024 Feefo Gold Trusted Service Award, which is massive. We also have a Customer Service Excellence accreditation from the Cabinet Office, which is independently audited and we’ve held for the last 7 years.” 𝗧𝗲𝗹𝗹 𝗺𝗲 𝗮𝗯𝗼𝘂𝘁 𝘀𝗼𝗺𝗲𝘁𝗵𝗶𝗻𝗴 𝘆𝗼𝘂’𝘃𝗲 𝗱𝗼𝗻𝗲 𝗶𝗻-𝗿𝗼𝗹𝗲 𝘁𝗵𝗮𝘁 𝘆𝗼𝘂’𝗿𝗲 𝗿𝗲𝗮𝗹𝗹𝘆 𝗽𝗿𝗼𝘂𝗱 𝗼𝗳. “During COVID, when no-one could travel, our Send website became one of the only ways people could get important things to their loved ones – like family heirlooms or handmade gifts. If things went wrong, our team would reunite people with those one-of-a-kind items that are really important to them. It was a very intense time, but it was nice being able to help them and make a difference.” 𝗛𝗼𝘄 𝘄𝗼𝘂𝗹𝗱 𝘆𝗼𝘂𝗿 𝗯𝗼𝘀𝘀 𝗱𝗲𝘀𝗰𝗿𝗶𝗯𝗲 𝘆𝗼𝘂? “I’m always positive about change and challenges; and I’m a safe pair of hands!” 𝗪𝗵𝗮𝘁 𝗶𝗻𝗱𝘂𝘀𝘁𝗿𝘆 𝗰𝗵𝗮𝗻𝗴𝗲𝘀 𝗱𝗼 𝘆𝗼𝘂 𝘁𝗵𝗶𝗻𝗸 𝘄𝗶𝗹𝗹 𝗵𝗮𝘃𝗲 𝘁𝗵𝗲 𝗯𝗶𝗴𝗴𝗲𝘀𝘁 𝗶𝗺𝗽𝗮𝗰𝘁? “Customer expectations are the highest they’ve ever been. Everyone wants more and they want it now! Digitalisation and utilising the latest tech like AI is a real opportunity for us so that we can work smarter.” 𝗪𝗵𝗮𝘁’𝘀 𝘀𝗼𝗺𝗲𝘁𝗵𝗶𝗻𝗴 𝘁𝗵𝗮𝘁 𝘆𝗼𝘂’𝘃𝗲 𝗮𝗹𝘄𝗮𝘆𝘀 𝘄𝗮𝗻𝘁𝗲𝗱 𝘁𝗼 𝗹𝗲𝗮𝗿𝗻? “To reverse park! That’s my New Year’s resolution… every year! #DHLeCommerceUK #DHL #ecommerce #CustomerService #MeetTheTeam

I love getting to chat philosophy today at #klaviyopartnerday As Brian Lange from Future Commerce roughly says: Power comes from the outside today, we’re shaped more by the forces on the outside rather than the classic Aristotle viewpoint that power comes from within. Customer discourse is happening in new ways in new channels all the time and jumping across channels. That disclosure is power that is forming and shaping brands today. For agencies, the key to serving brands is harnassing and fostering that discourse in new ways and bringing that back to the brands to better understand their customers.