Respond to complaints before they happen

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When Adobe went down due to an issue with Amazon Web Services, they tweeted about it before they started receiving customer complaints. The tweet included a video of a puppy stampeding around as a distraction and to lighten the mood. While some comments asked when the program would be back online, many of the responses focused on the adorable puppies.

Sometimes it’s better for a business to acknowledge a potentially bad customer experience before it happens and let the customer know they’re working to fix it. Many customers know that technology doesn’t always work 100% of the time and appreciate it when a business apologizes for making a mistake. In this case, making it fun can help, too.

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Going above and beyond customer expectations can help businesses build strong, lasting relationships. A real-life example of customer service that exemplifies this approach is Chewy, an online germany business fax list pet retailer known for its excellent customer service. Chewy often surprises customers with handwritten notes, pet portraits, and unexpected gifts, demonstrating a deep level of care and concern for pet owners. This proactive and thoughtful approach helps Chewy exceed expectations, making customers feel valued and understood.

Gestures like these solidify Chewy’s position as a customer-centric brand in a competitive market. By prioritizing the customer experience in this way, Chewy demonstrates the profound impact of exceeding expectations and anticipating needs while cultivating long-term customer relationships.

Exceed expectations and anticipate customer needsExceed expectations and anticipate customer needs

Businesses should look for opportunities to exceed customer expectations to foster loyalty and support a strong brand reputation. Using usability testing tools can help ensure your product effectively meets and exceeds user needs.