Uber’s service provides a loyalty lesson for retailers

Register now

While Uber’s payments experience has impacted many retailers, it’s stellar service also provides a lesson.

Uber scales millions of trips in 76 countries and 450 worldwide cities using Zendesk, cloud-based software providing customer support, smart self-service, live chat and messaging between riders and drivers. That’s why customers happily keep coming back to Uber.

No doubt, the company is at the top of a business game in the transportation industry. It is getting five-star reviews from satisfied customers by delivering excellent customer experiences. Conclusively, the most interesting takeaway from this success story is that clearly communicating with customers on a powerful engagement platform is enough to increase customer confidence.
Your reputation is the first thing to take a hit when any customer suffers a bad experience. You can go out of business with a bad word of mouth. Creating a loyal customer base is crucial for establishing a sustainable business.

Are you competing on price? Here is a secret you must know. Customers don’t go anywhere else only to save a buck. What it takes for them to purchase is a superior, fabulous and outrageously excellent customer service. They either spend enough time online or drive more than 10 miles to get the right combination of customer service, quality and price. So, just stop trying to compete on price only and provide value.

Pearson, one of the largest global publishing companies, gives its customers an unexpected surprise. Instead of spending most of its time on tracking customers, the company converts every customer call, chat, email and feedback into tickets in Freshdesk. Freshdesk is used as an automated help-desk solution to provide time-saving and remarkably amazing customer support. Full attention is paid to help customers feel confident about their buying decision or feedback. Therefore, with every interaction, the customer feels truly special like it’s their birthday. This way, Pearson exceeds customer expectations. So, there is no chance to go anywhere else.

Provide something shareable, noteworthy and unexpected. You can spark lasting memories. Don’t forget to harness the power of word of mouth. Ninety-two percent of cyber shoppers read online reviews. So offer premium quality and exceptional service. Reject conventional approaches for a more daring strategy. Keep your promises. Engage customers with your business. Thank them.

For reprint and licensing requests for this article, click here.
Retailers Loyalty and rewards Customer experience Uber ISO and agent