I hate doing my taxes. Every April I pledge to NEVER again do them on my own and every March I am again slogging through all my paper work and once again doing my own taxes. For years I have been using TaxCut now known as H&R Block At Home. On Tuesday of this week I was finally wrapping up and ran into a problem. The return wouldn’t print.
I was surprised that just two days before the deadline all I heard from @HRBlock was dead silence and especially after being so happy with Best Buy.
Sixteen hours after my first tweet to HRBlock I tweeted:
I not only heard back from HRBlockAnswers I also heard back again from my friends at Best Buy.
By the time HRBlockAnswers contacted me, I had already finished my taxes and worked around the printer issue. I was pleased they finally responded and that they apologized. As a bonus, I also found out that I was getting $25 back from Best Buy since my washing machine has an extended warranty plan. And more than likely, even after swearing off preparing my own taxes next year, I’ll probably be purchasing another tax preparation software program come January 2011. But, I will be doing my homework on which tax preparation software program delivers the best customer support via Twitter.
This morning the tub door seal on my Whirlpool Duet popped off after a wire popped off underneath. My husband quickly got to work to see if he could fix it and I quickly turned to Google after scanning my Best Buy service plan. Two years before I had purchased the washer online along with the service plan but discovered the link to the receipt no longer worked.
So, I turned to Twitter.
Within 5 minutes I heard back.
After a few more tweets I was on the phone with Jason and a fix to my problem was in the works. Tomorrow the technicians arrive and hopefully everything will go as smoothly as today. But for me, what was important was that Best Buy was listening (on a Sunday morning!) and willing to engage me online to ensure I was pleased with their customer service. Is your Brand listening to your customers?
How do you build customer loyalty? Southwest builds loyalty by making the safety instructions fun!
My experience today at Creative Cuts got me thinking of the importance of delivering stellar customer service in today’s uncertain times. It was really quite simple—my local Creative Cuts outlet posted a sign notifying customers that after March 9, 2009 they would no longer be honoring their card that offers a free hair cut after the ninth paid hair cut. This offer is the reason I use Creative Cuts. I have a large family and it makes sense to me to forgo the fancier salons in order to get this benefit.
So, what is Creative Cuts strategy? I wondered as I sat in the chair why they were making this move. Yes, my hairstylist explained that business was down and many people were waiting longer between cuts. This made sense. But, it still did not make sense why Creative Cuts would take the coupon away. Won’t other customers begin to wonder which of Creative Cuts’ competitors are still offering coupons?
Apparently management did not read the March issue of 1 to 1 Magazine. Elizabeth Glagowski writes in “Retailers Look to Service Experience During Tough Times” :
Shoppers are scarce. But one bright spot is that the current economic situation is forcing many retailers to take action to improve the customer experience. Companies can’t afford to pay lip service to customer service anymore.
It’s not about acquisition anymore. One-time discounts or store layouts won’t build customer loyalty. Companies have to improve both the shopping experience and customer service to keep customers coming back.
How are you ensuring that your customers are receiving the best possible customer experience?