11/04/2021
Customer Experience in 2021, is the lifeline to business because people have so many options to choose between different brands. What makes a customer loyal to a brand is his experience with a specific brand.
Marketers didn't focus on customer service and the customer experience in the '90s But still, some companies were focusing on customer service and tried to provide great customer experiences. Let's take the example of Sainsbury's customer support.
Sainsbury’s value every customer's advice
Sainsbury's, the second-largest chain of the United Kingdom, gets thousands of emails daily. It was their exceptional support team effort, who brought their customer experience to new levels.
Sainsbury's product; Tiger Bread made a little toddler, Lily Robinson confused, who was just 3 and a half years old. According to her, the tiger bread by Sainsbury's didn't resemble strips on the back of the tiger, rather, it gave a strong feeling of patches on a giraffe.
She wrote a letter (with the assistance of her parents) to Sainsbury's Customer Care and shared her query. Surprisingly, Sainsbury's acknowledged the letter from Lily and agreed to her idea. Sainsbury's customer support replied with an honest answer. The Customer Support Manager wrote to her that they agree that the patches on the bread resemble the giraffe rather than the tiger. He further explained that the maker of the bread thought that the bread resembled the tiger's strips for that reason he named the bread Tiger Bread.
Lily's mother, overwhelmed by Sainsbury's response posted their letter on her blog. The post overtook by social media and news. After which, a campaign launched that changed the name of the Tiger bread to Giraffe bread. Sainsbury's put an info sticker on the bread that acknowledged the customer's feedback to Sainsbury's.
Lessons:
1.Every Customer's feedback is valuable.
2.Train your staff to create exceptional customer experiences.
3. Customer Experiences create new hype for you.