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The adage “the customer is always right” has become a mantra for success. However, it’s not about simply appeasing customers; it’s about delivering an experience that leaves them in awe. At Benekiva, this philosophy is ingrained in our number one core value: Deliver WOW!
One story in particular that underscores the significance of this core value is the Jeff Jarvis Dell computer story. Years ago, Dell created amazing buzz in the computer industry. I remember the TV commercials that targeted business folks. Most memorable was the “Dude; you’re getting a Dell†commercial that targeted the younger generation.
But the amazing success had a bump in the road with one customer. Jeff Jarvis, a well-known media commentator, found himself embroiled in a customer service nightmare after purchasing a defective Dell computer. Despite his repeated attempts to seek assistance, Dell’s customer service representatives met him with frustration and indifference.
Exasperated by his experience, Jarvis took to his blog to express his grievances. What followed was a viral sensation, with countless individuals resonating with Jarvis’s plight. Dell’s mishandling of the situation tarnished its reputation and resulted in a staggering loss of approximately $1.8 billion in sales over a mere $1000 computer.
This cautionary tale reminds us of the profound impact exceptional customer service—or the lack thereof—can have on a company’s success. There’s more to it than just resolving issues. We have to exceed expectations at every touchpoint of the customer journey. Delivering WOW isn’t just a slogan; it’s a commitment to creating memorable experiences that foster loyalty and advocacy with EVERYONE we come in contact with.
Customer service expectations have evolved significantly over the years. As the world becomes progressively more fast-paced, so have expectations.
We see this having the heaviest impact in the following key areas:
Instant Gratification
Everything in our world today moves at high speed. Our customers expect results, and they expect them fast. With same-day deliveries and lightning-speed services becoming the norm, the bar for quick and efficient customer service has never been higher.
Tech Expectations
In an era where technology reigns supreme, customers demand seamless experiences. Outdated websites or cumbersome processes will not cut it anymore. If it is not user-friendly, they are already scouting for alternatives that offer the convenience they expect.
Endless Options
Our customers have choices, and lots of them. Loyalty isn’t a given; it is something that we have to earn every single day. If we are not wowing them with exceptional service, they will not hesitate to take their business elsewhere.
Sphere of Influence
In the past, an individual’s sphere of influence was limited to double digits at best. However, with the rise of social media platforms, a single person’s negative experience can now reach potentially hundreds of thousands. The case of Jeff Jarvis exemplifies how one individual can wield a significant influence on a company’s reputation.
At Benekiva, we recognize that our success is intricately linked to our customers’ satisfaction. That’s why we prioritize Delivering WOW! in everything we do. From our first interaction to post-service support, we strive to go above and beyond to empower our clients. Whether it’s through personalized solutions, proactive communication, or rapid issue resolution, we strive to leave a lasting impression that resonates long after the transaction is complete. This is why it is easy for us to get our current customers to help us gain future customers.
Delivering WOW isn’t solely the responsibility of our customer-facing teams. It’s a mindset that permeates every aspect of our organization. From product development to marketing strategies, we continuously seek opportunities to innovate and elevate the customer experience. After all, delivering exceptional service isn’t just a goal; it’s our standard operating procedure.
In hindsight, the Jeff Jarvis Dell computer story serves as a powerful reminder of the impact that less-than-exceptional customer service can have on a company’s reputation and bottom line. That is why we make sure we deliver WOW to everyone! You never know if the person you are speaking with has the reach of a “Jeff Jarvis.†Our core value of Delivering WOW reaffirms our commitment to exceeding expectations, inspiring trust, and building meaningful relationships with our customers. After all, in a world inundated with choices, the WOW factor sets us apart and propels us toward sustained success.
As always, Deliver WOW!
Brent Williams
Benekiva Founder and CEO
