When I worked for Nordstrom, my manager required us to write two thank you cards a day. This rule was implemented after a survey was conducted and revealed that many long-time customers had never received a Thank You card from a Nordstrom associate!
As you may or may not know, Nordstrom takes customer service seriously. They want customers to know how much the company values their business. Sending a Thank You card to customers was their way of setting themselves apart from other leading department stores. As an associate, I realized the importance of this and it showed in my repeat business and increased sales.
How often does that happen - receiving a Thank You card from someone you did business with? Wouldn't you shop with them again? It's the simple gestures that keeps the customer.
» Yes, Just Say It! from CustomersAreAlways
John Gratton of Core Character has a great post about expressing yourself to someone. In the world of customer service letting your customer know how you feel about them is the first step to building a relationship with them. This... [Read More]
Tracked on: July 20, 2006 5:44 PM | Permalink to Trackback