Customer Experience Recovery Tactics- 1
Two customer-centric businesses that deploy creative and innovative tactics to recover customers are LEGO and Slack.
- LEGO is a customer-centric toy business that deploys simple yet highly thoughtful and unique tactics to recover customers who are unhappy after purchasing a LEGO product.
- Specifically, LEGO responds to customer complaints or issues with products by sending highly personalized and thoughtfully written letters to the impacted customers alongside any replacement products.
- For example, the daughter of customer service expert and bestselling author, Mike Solomon, was upset when she found that two Lego pieces were missing from the specific kit that she was building.
- However, Mr. Solomon noted that he was able to quickly and easily contact Lego to report the missing pieces by vising the LEGO website.
- More importantly, LEGO expedited the missing toy pieces alongside what Mr. Solomon described as a "well thought-out" and "customer-involving" letter, that included humor, information about LEGO's quality processes, a very clear apology and a promise to include his daughter's experience in further team testing.
- Ultimately, Mr. Solomon and his family felt closer to the brand after the experience, because his daughter had been made part of the LEGO process, and the response was so personalized, sensitive and well crafted.
- Slack customer-centric technology and team collaboration company that deploys a well-planned and highly personalized strategy in the case of mass outages.
- Specifically, in the situations where Slack services become unavailable to customers, Slack not only works to quickly resolve the technical issues(s), but also has a clearly defined and "well-coordinated" team approach for minimizing any negative customer experiences, including an extensive and highly personalized social media messaging and response process.
- For example, Slack recently suffered a service outage that left over a million users globally without the ability to send/receive messages or files for almost three hours during the work day.
- Upset customers expressed their concerns on social media, and Slack responded promptly with over 2,300 personalized, funny and well though-out messages.
- Not only did Slack's rapid and well-crafted customer communication strategy contain any customer fallout from the outage, but Slack's @SlackHQ Twitter handle gained 3,300 followers that same day, representing an increase of seven times more than average.
- Ultimately, Slack's efficient, humorous and uniquely personalized approach to supporting its customers through a potentially damaging situation "deepened the trust of existing customers," strengthened the company's reputation and led to an expansion of its customer base.