Outstanding Customer Experience 101


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I had an amazing customer experience this week that I need to tell you about because it’s directly applicable to the automotive industry.

My wife loves domaine de canton, a ginger flavored liqueur. Last Christmas I tried to track it down for her but couldn’t find it anywhere. I located the distributor who told me there was none for sale in stores since they couldn’t get their supply out of Europe.

However, he said they had a couple of bottles in their office and would I like one. I said yes and asked how much. He said not to worry about it and asked for my address. They also paid for shipping.

That in itself was a true surprise and delight experience….but there was more.

This week I got an email out of the blue from the same guy. He wanted to let me know they had started to receive some shipments and he included a link to the stores that had some.

As it relates to the automotive industry I found this experience fascinating. This was a $60 bottle of liqueur. Not that expensive. The guy didn’t have to give it to me for free and he certainly didn’t have to follow up a full six months later to let me know it was available again.

I wonder how many car dealers would track down a customer after such a time for a potential purchase which is much, much more expensive. The good ones would but I think this example serves as a great example of outstanding customer service. An idea worth sharing.

Until next time

Republished with author's permission from original post.

Chris Travell
Chris Travell is VP, Strategic Consulting for the Automotive Group of Maritz Research. He is responsible for working with Maritz' Insight Teams to further the understanding and application of the firm's automotive research. He has appeared on numerous television programs and is often quoted in Automotive News, Time, USA Today, Edmunds, Detroit Free Press, The Globe and Mail and various other publications in regard to issues related to the North American automotive industry. He is the principal contributor to The Ride Blog, Maritz Research's automotive blog.


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