The customer service hall of fame
The American public was made privy once again to the results of the 2015 survey conducted to determine which companies qualify for inclusion in The Customer Service Hall of Fame.
This survey, based on a wide range of interviews, and once spearheaded by MSN Money in conjunction with Zogby Analytics, a research survey group, has been an annual feature for many years. Since 2014, however, there has been a change. Now, 24/7 Wall Street, a financial news and opinion company, now partners with Zogby Analytics to continue polling over 1500 adult participants about their levels of customer service satisfaction in 151 companies throughout 15 industries within the United States of America.
The two halls
Survey participants get the opportunity to rate the different companies according to their experiences with them, with ratings ranging from “excellent” to “poor”. And then, based on the survey results, companies are placed in one of two categories:
1. The Customer Service Hall of Fame or
2. The Customer Service Hall of Shame
It is obvious into which “Hall” companies would like to be placed. Some companies have tenaciously held on to their places in one or the other of these categories, others have shifted their numbered placements in the Hall of Fame—one to ten, with number one being the best placement—while others have simply “disappeared” from the coveted Customer Service Hall of Fame altogether. And these outcomes are all based on the results of customer feedback in the surveys.
And the winner is . . .
Therefore, it is note-worthy that amid these comings and goings, one company has, for the past six years, faithfully maintained its leadership role—the number one spot—in the Customer Service Hall of Fame. That company is none other than the electronic commerce and cloud computing company as described by Wikipedia, and which everyone refers to as Amazon or Amazon.com.
‘Brick and mortar’ vs the virtual store
Some may venture that traditionally, excellent customer relationships have only been possible within a physical environment; one in which there is personal interaction between the employee and customers. With this in mind, does it come as a surprise then, that Amazon, the virtual store, electronic commerce and cloud-computing company that it is, has so ably claimed this coveted position and for so long?
Be no longer surprised, for great personal interactions, effective communication, and the over-riding importance of seeking the customer’s satisfaction can never, and will never be replaced whether they are provided under “brick and mortar” conditions or within the more modern virtual conditions.
Proof of a CEO’s commitment
The CEO and Founder of Amazon, Jeff Bezos, has, on many occasions reinforced his unyielding position when it comes to the importance of the customer. As Kevin Baldacci in his article Seven Customer Service Lessons from Amazon CEO, Jeff Bezos has opined: “Jeff Bezos, perhaps more than any business leader has taken the philosophy of truly caring for the customer and ushered it into the digital era.”
From insisting that everyone from managers down, including himself, should receive regular call-center training, to being himself a role model for showing respect and offering apologies to customers—yes, communicating with customers–and on to providing that important service feature, reliability.
And so, Amazon continues to excel, providing a service that is rapidly becoming the hallmark of the present-day shopping experience, with a leader who never forgets that in any shopping experience, the customer is queen or king and must be satisfied, or else . . . .