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The consumer recognized the wholesale store’s good customer service after resolving an old complaint.
Experts point out that Ineffective customer service leads to lost customers.
In an increasingly digitized world, customer service of brands can be exposed on social networks, which is why a good or bad reputation is generated in the face of the digital pulse. This is the case of Sam’s Club, the wholesale store that earned the trust of a consumer just by following up and resolving a complaint she made after having a bad experience with the firm.
Customer service is one of the most important characteristics that a brand has to take into account when working with clients and consumers is due. Since good customer service translates into credibility and brand perception, so the loyalty of its users will continue to grow if the firm solves and listens to the complaints of its consumers.
Given this, according to a survey conducted by American Express, 70 percent of consumers says he spends more money on companies that offer good service. This data shows that ineffective customer service generates the opposite effect and often the loss of customers. and especially in this digital world, the spread of complaints and bad reviews against your brand on social networks.
Sam’s Club gives good customer service and wins back a consumer
Through her Twitter account, a consumer shared and applauded the Sam’s Club brand after resolving a complaint you made after purchasing one of your products.
The consumer demonstrated in her publication that she made a first complaint last May, where she exposed the wholesale store for its lousy customer service after buying an octopus and realizing that it was expired and the brand’s solution was to return her money , so she was upset because they did not give her good attention as one of their consumers.
Very disappointed in the care @SamsClubMexico Yesterday I bought an octopus. Arriving to store it, I realized that it expired on 05/01. I went today to change it and absolutely EVERYONE was expired. The solution is to return my money, yes, that’s fine. pic.twitter.com/abaFfhSs9V
– Ceci Chávez εїз (@CeciChavez_) May 24, 2022
After that first complaint dated May 24, the consumer acknowledged in her current tweet of June 3 that Sam’s Club does solve her problem, but also that he contacted her personally to help her.
I am very good at complaining, but I also know that out of 10 negative attention there are 6 complaints and out of 10 positive attention there is 1 good. So I want to acknowledge @SamsClubMexico who contacted me and they fixed the error, but above all, attention. Thank you! https://t.co/DITtWI54Ot
– Ceci Chávez εїз (@CeciChavez_) June 4, 2022
This publication shows that the way in which brands deal with complaints and claims from their consumers is very important to maintain a good positioning of the same, but especially to recover customers who for some bad experience with your firm they decided to move away and not consume it again.
According to a study published by New Voice Media, 42 percent of consumers respond to a negative customer service experience with posts or reviews on social media, so the importance of customer service goes beyond simply making customers happy. your audience, but it is an element capable of increasing the income of a brand.
Like this example, there are many on social networks, where most are negative consumer complaints against brands like Costco, which was pointed out for not having a more humane customer service but rather being highly computerized.
As well as many complaints against the customer service of brands such as Walmart, Bodega Aurrera and Soriana.
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