Companies with Good Customer Service: Excel

Are you curious about which companies excel at customer service? Want to know how they're using social media to build stronger relationships with their customers?

In his book The Thank You Economy, Gary Vaynerchuk explores companies with good customer service practices. He highlights businesses that are leveraging social media and personalized interactions to create exceptional customer experiences.

Read on to discover how these companies are setting new standards in customer service and what you can learn from their strategies.

Companies That Excel in Customer Service

Avaya: B2B Tech Leader in Social Support

When it comes to companies with good customer service, Avaya stands out as a shining example. This B2B technology company has mastered the art of using social channels to provide outstanding customer support and create authentic sales opportunities. Their innovative approach to social media interactions has not only opened new business avenues but also strengthened customer loyalty and earned industry praise.

Avaya's social media team engages with clients through nearly 4,000 weekly interactions on Twitter, addressing technical questions and issues. They've developed a unique tool that alerts customer support to unhappy tweets, helping retain clients who might otherwise leave. This inventive strategy has prevented the potential departure of around 50 clients, with each client's replacement cost averaging $10,000.

But Avaya's social media prowess goes beyond just problem-solving. Their team often engages with clients in ways that lead to unexpected business opportunities. By skillfully incorporating social media into their strategy, Avaya has boosted sales, improved its industry standing, and solidified customer relationships.

The company's dedication to building strong connections is evident in the industry awards it has received and the steady devotion of its customers. By proactively addressing issues on various online social platforms, Avaya has set a new standard in the industry for customer engagement.

Joie de Vivre: Personalized Hospitality at Its Finest

Joie de Vivre's boutique hotels are renowned for creating guest experiences that emphasize personalized service and attention. The company empowers its employees to create memorable experiences that delight guests and often generate buzz on social media channels.

Through initiatives like the DreamMaker program, Joie de Vivre encourages its team members to ensure guests have unforgettable stays. Employees frequently personalize spaces with decorations that complement wedding color palettes and provide gifts and surprises tailored to guests' tastes.

The company's strategic use of social media amplifies its customer-centric brand. By offering exclusive deals to their social media followers, they've filled over a thousand rooms that would have otherwise been vacant. Each hotel has designated Social Media Champions responsible for actively engaging with and responding to customer comments on various online channels.

Joie de Vivre takes guest satisfaction a step further with advanced tools like Yvette, a digital concierge system that matches visitors with hotels catering to their unique preferences. The high rankings of their locations on TripAdvisor underscore the effectiveness of their strategies and the strong relationships they've built with their customers.

The Thank You Economy: A New Approach to Customer Service

The success of companies like Avaya and Joie de Vivre illustrates the broader principles of what's called "The Thank You Economy." In this new business landscape, companies that consistently engage with their customers and place a high value on showing gratitude are often the ones that thrive.

To adapt to changing customer expectations, businesses must place a strong emphasis on interaction, transparency, and authenticity at the core of their practices. Social media has transformed business from isolated transactions to a series of personal, transparent interactions. It fosters a communal bond through frequent engagements, linking individuals as though they were part of a tightly-woven social fabric.

Engaging effectively with customers across multiple channels increases the likelihood that they'll advocate for and support your brand. You should view critical feedback as an opportunity to demonstrate adaptability, potentially converting critics into loyal customers. Remember, feedback posted online often occurs just before a transaction and can improve search engine rankings. A sincere offer of help or an expression of thanks can leave a lasting impression on customers, which benefits your business in an era where personal recommendations hold considerable sway.

Building Deep, Personal Bonds With Customers

To position your business for future prosperity, you need to excel at establishing deep, personal bonds with your customers. In today's interconnected climate, cultivating strong connections is crucial. By emphasizing exceptional customer service, you can create lasting relationships and thrive in an era characterized by a culture of gratitude and acknowledgment in business interactions.

Every time you engage with a customer on social media, you provide an opportunity for their circle to spread the word through individual recommendations. Social media enables you to gather accurate data on the long-term value offered by your customers and to foster robust emotional connections that could encourage them to consolidate their spending with your brand.

Don't just engage in damage control; aim to create memorable experiences that provoke an emotional response. Use social media tools to create emotional bonds with your clientele that previously didn't exist. Remember, authentic success is gauged by showing sincere care for customers, even if traditional systems focus on measuring audience size.

In the Thank You Economy, prosperity is built upon a resolute dedication to customer welfare, employee contentment, and brand authenticity. Embrace online communication platforms, engage in transparent dialogues, and consistently show appreciation. Create environments that revolve around your customers and influence all aspects of your commercial operations. By integrating engagement, openness, and sincerity into your foundational values, you'll be well-positioned to adapt to evolving customer needs and excel in customer service.