The Hallmarks of a Customer-Obsessed Company

AMAZING BUSINESS RADIO: MARBUE BROWN

Top Takeaways:

  • There is a distinction between customer-obsessed companies and others. Customer-obsessed companies go to extremes and may do counterintuitive things from the perspective of their customer-focused peers. For example:
  • Costco is known for its extreme return policy that exceeds what other companies in the industry are willing to do. As a result, customers have total confidence that if they buy something from Costco and encounter an issue with the product, they can return it. Costco has over 100 million paid memberships, and its renewal rates are over 90%.
  • Amazon does not take negative reviews down. They leave it up so the customer can make the decision that is right for them.
  • Zappos has the largest selection of shoes, but if they don’t have the pair you are looking for, they will direct you to competitor websites to help you find them. As a result, 75% of Zappos sales come from existing customers, and 40% of their new customers come from recommendations.
  • Customer-obsession creates customer preference. Customer obsessed companies’ customers are not just casual customers. They think of these companies and brands first.
  • Customer-obsessed companies have deeply ingrained, pervasive cultures. Their customer service principles are non-negotiable and lived throughout the entire organization.
  • And, does every employee that works at Amazon know the 16 Amazon Leadership Principles? Tune in to find out!

Quotes:

About:

  1. What does it mean to be customer-obsessed?
  2. What is the difference between a customer-obsessed company from a customer-focused company?
  3. How do you create a customer-obsessed culture?
  4. What is personalized customer service?
  5. Can you create personalization with automation?

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Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!

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Shep Hyken

Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!