When two companies offer similar products, what differentiates one from another? It’s more than the price. There is something even more critical when it comes right down to it. It’s the customer experience.
While “customer experience” can be an overused buzzword, there is a lot of truth behind its importance. At lunchtime, for example, there might be a deli right down the street that makes the best pastrami on rye in the entire country, but if the floor is dirty and the people behind the counter are snarky and rude, it doesn’t matter. You’ll go somewhere else.
The same occurs at the retail level. Take the example of Nordstrom’s, which has been regularly praised by the National Retail Foundation as both setting and raising the standard for customer experience. Nordstrom customers know that when they shop at one of its stores, they will not only find premium merchandise, but they will feel valued. From their interaction with employees to the chain’s policies to enhance speed and convenience, shoppers may buy the same merchandise at other high-end retailers, but they won’t be treated the same way.
Customer experience matters. With so many brands competing for the same customer dollars, the experience can become the main differentiator between one company and the other. Not just in a positive way, but in a negative way, as well. Microsoft found that 58% of American consumers will switch companies because of poor customer service.
That’s why we put so much emphasis on customer experience here. We hope that you feel that we care when you interact with any of our team members.
From how you are greeted when you first contact us to how promptly and professionally your estimate is handled, we hope that you feel respected and valued from the very first moment.
If you have questions, we hope our salespeople and customer service team answer those questions promptly and offer suggestions genuinely designed to benefit your business and marketing plans, whether they improve our bottom line or not.
When things go wrong, we hope you know that we will take full responsibility for anything that is on us, and we will make it right, no matter what it takes.
We hope that you do business with us, not just because of the value we offer in print and marketing services, but because you feel that you matter to us and value the projects you are doing.
If there is an area in which your customer experience falls short, let us know! We want to exceed your expectations because we know that, even though we take great pride in the print and marketing services we offer, a great customer experience is the most significant value we can provide.