Fortnum & Mason’s Post

We're thrilled to see Fortnum & Mason highlight the incredible results they've achieved using Narvar. 🛍️📦 At Narvar, we understand how critical it is for gift-givers to have a seamless and transparent delivery experience. Fortnum & Mason’s commitment to ensuring every gift arrives beautifully packaged and on time is truly inspiring. 💬 As Rhonda Floyd, Head of Customer Success at Fortnum & Mason, rightly points out, "With gift-giving, there is a certain amount of anxiety for the giver... If there’s any uncertainty around where the package is and when it will be delivered, it can ruin the entire experience.” By choosing Narvar Track & Notify, Fortnum & Mason has significantly reduced 'Where Is My Order?' queries by 50%, improved customer review ratings from 1.9 to 4.5, and enhanced the overall customer journey. 📈✨ Their success story doesn't stop there. With the adoption of Narvar Return & Exchange, they've automated return requests, providing customers with timely updates and reducing 'Where is my return?' inquiries. This has further elevated their customer service, making returns as seamless as deliveries. We are proud to partner with Fortnum & Mason and support their mission to deliver joy and satisfaction with every order. 🎁💖 If you're looking to enhance your customer’s post-purchase experience, improve satisfaction, and streamline your operations, let’s connect and explore how Narvar can help. Together, we can create exceptional customer journeys that drive loyalty and growth. #CustomerSuccess #Gifting #Narvar #CustomerExperience #Ecommerce #FortnumAndMason #PostPurchaseJourney #Innovation

It's awesome to see Rhonda Floyd's thoughts about Narvar and post-purchase —keeping Fortnum & Mason's customers in the loop about their orders is crucial, especially for gifts. Simple improvements and reliable tech really do make a difference! #CustomerExperience #Ecommerce #PostPurchase #Narvar

Customer appreciation is fundamental to building customer loyalty. Here are some simple, effective ways to say thank you to your customers.

Customer appreciation is fundamental to building customer loyalty. Here are some simple, effective ways to say thank you to your customers.

Customer appreciation is fundamental to building customer loyalty. Here are some simple, effective ways to say thank you to your customers.

Americans spend an average of 13 hours of the year on hold for customer service, according to a survey from TalkTo, a company that provides text messaging services for companies, Meanwhile, Customer Care Measurement & Consulting’s 2023 Customer Rage Survey, an annual survey of customer complaint satisfaction, reports that 61% of consumers were left unsatisfied by customer service last year. From the perspective of trust, the endemic of bad customer service is counterintuitive. Consumers only contact customer care when a brand has already broken their trust in some way, often by delivering a product or service that isn’t up to scratch. Customer care should be an opportunity for the brand to rebuild that trust, yet in many cases it appears to only make things worse. Read more: https://lnkd.in/gZxPi9Zp

All consumers know that the Customer Service levels of businesses plummeted during the Pandemic. People were working from home but most companies did not have the infrastructure to full equip those people in the instant when the entire world shut down. We get that. What is troubling is that poor Customer Service is now becoming normalized, tolerated and even expected. Want to speak to an gent?  Our call is still answered in the order it was received, but that order is now and forever 4 hours deep. My recent personal experience with American Airlines bears this out. I had to make a change to my AA account details. I tried to log-in, but they could only send my “confirm its really you” link to my old email address, the exact detail I needed to change.  No option to use my phone number, which had not changed. Going through their FAQ and chat, I could not log in and had to call an agent…. Which was literally a 4 hour wait. I did get through, but then had to jump through another series of hoops to get my account updated. I called Alaska Airlines to do same thing, I had a 3 minute wait.  The person was fast and helpful, and didn’t make me jump through hoops, in one call in less than a minute, everything was done. As you might have guessed, I didn’t book my flight on American. I am sure you have your own stories to tell, of FAQ lists that don’t answer your question… website loops that lead you back to exactly where you started, and long waits on the phone, to get answers to simple questions.      When we think of corporate innovation, our minds automatically drift to a new revolutionary “Blue Ocean” products, a disrupter like Uber, to updated software features, or even an brick and motor old school patents. But smart companies like Alaska Airlines are innovating in an old fashion way… they are bringing back Customer Service. Great Innovation can be found in the simple. But it takes both humility and empathy to pick up a phone and really listen to your customers. That makes us vulnerable. And spreadsheets make us feel safe, so we build spreadsheets instead of flying passengers, or building widgets. But if you have some time this week, go out buy and use your own product and service, go through the customer experience from end to end…. Pretend you don’t know a thing. File a complaint with your own company and product. Call your own 800 number. Stand in your customers shoes and see how it feels, see how they feel.  See how long your phone que really is. Additionally I always urge Managers and Executives step into the other side, to spend some real time answering their own 800 number as a Customer Service Rep. Those complaints you hear can either anger you, or inspire you to innovate in wonderful ways to do better.  Radical Innovation that can impact your bottom line may be only one phone call away.   Customer Service, and the Customer Experience… matter once again. The only question is who will learn that first, you or your competition?  

New Post: How to Write a Return Policy - https://lnkd.in/gguHxvHN - Ultimately, the key to a successful return policy is finding a balance between meeting customer expectations, protecting your business interests, and complying with relevant laws. Tailor your policy to fit your specific business model and customer base for the best results. A clear return and refund policy will positively impact customer satisfaction and trust. Writing a Return Policy A return policy is crucial for a store because it sets clear expectations for both customers and the business, leading to smoother transactions and improved customer satisfaction. It establishes guidelines for returns, which can help reduce misunderstandings, disputes, and the potential for customer complaints. A well-crafted return policy can also instill trust and confidence in your customers, making them more likely to shop with you. Understanding Your Customer’s Needs To create an effective return policy, it’s essential to understand your target customer base. Consider their preferences, expectations, and common reasons for returns. Collect customer feedback and analyze return data to identify patterns and pain points. Tailor your policy to meet the needs of your specific customer demographic, whether they prioritize convenience, flexibility, or other factors such as an exchange policy. Additionally, understanding customer service tips can greatly enhance your approach. Collect customer feedback and analyze return data to identify patterns and pain points. Tailor your policy to meet the needs of your specific customer demographic, whether they prioritize convenience, flexibility, or other factors such as an exchange policy. Balancing Flexibility with Business Needs Striking the right balance between customer-friendly policies and protecting your business interests is crucial. Offer a reasonable return window and conditions that align with industry standards and customer expectations. For insights on how to balance these aspects effectively, consider exploring strategies on how to increase online sales. Offer a reasonable return window and conditions that align with industry standards and customer expectations. Be clear about any exceptions or limitations, such as non-returnable items or restocking fees, to protect your bottom line while being fair to customers during the return process. Communicating Your Return Policy Effectively Make your return policy easily accessible and visible to customers. It should be on your website, at store entrances, and printed on receipts. Use plain language that’s easy for customers to understand, avoiding jargon or legalese. Train your staff to explain the policy politely and consistently, ensuring that customers receive accurate information. Understanding customer retention statistics can also provide valuable insights into effective communication strategies. Use plain language that’s easy for customers to understand, avoiding ja

A positive customer experience is crucial for building loyalty and trust. It’s essential to have a well-staffed, efficient customer service team that is equipped to handle inquiries and issues with patience and understanding. When customer service representatives are supported in their roles, they are better able to provide the kind of service that not only resolves issues but also leaves customers feeling valued and heard. This, in turn, can lead to improved loyalty ratings and a stronger reputation for the company. It’s all about creating a positive feedback loop where good service leads to satisfied customers, who then become loyal advocates for the brand.  Imagine a customer service department that’s like a superhero team – well-equipped, always ready to save the day, and with enough coffee to fuel a small city. A customer calls in, and voila! They’re greeted with a smile you can hear through the phone. The rep is like a detective, solving the case of the missing package with the grace of Sherlock Holmes 😄 The customer hangs up, feeling like they just made a new friend who also happens to be a wizard at fixing problems. Now, picture the opposite – a customer service department that’s like a ghost town 👻 The phone rings, echoes through the empty halls, and is picked up by a rep who’s juggling five calls, two chats, and a broken coffee machine. The customer’s plea for help is met with the enthusiasm of a sloth on a lazy Sunday. By the end of the call, the customer feels like they’ve aged a decade and are no closer to a solution than when they started. In short, a stellar customer support team can turn a problem into a party, while an understaffed one can turn a call into a carnival of chaos! 🎪 Catch my drift? 😎

5 Simple Ways to Show Gratitude for Customers Customer appreciation is fundamental to building customer loyalty. Here are some simple, effective ways to say thank you to your customers.