What
actually does the term “business” mean?
An organization or economic system where goods and services are exchanged for one another or for money. This is one of the most retrospective definitions of the term business. However what we see today is the much more advanced world. Business is not just selling goods and yielding profits. It has become more dynamic.
Looking back at the old days. The options were less. A single company had the monopoly in the market and we were forced to buy that product no matter how pathetic it was. Now the time has changed. We have 263 registered television and 150 telephone or mobile phone manufacturers in the world. Out of which you hardly remember 5 or 10. How many of you reading this would not want an Iphone or maybe A Sony or Samsung LED mounted on your wall.
They all provide the same facility with a little difference but still only few manage to be on our wishlist. That one thing that plays an important role in their success is the impeccable customer service that they provide to their customers. They play the game of unexpected.
Imagine you being a customer ordered a phone on Christmas or Diwali. You open the box and see a handwritten note wishing you the occasion. Isn’t it something you never expected? That one note will at least give you a smile while you open the box and look for the product and next time you’d prefer shopping there.
Delivering what you were supposed to isn’t great business. It may be good but do you think good is just sufficient? You gave them what they paid for and the story ends there. The chances of that person doing business with you again are uncertain unless you’re the only provider in the market or the product you deliver is brilliant enough to overrule the other facts.
One of the best customer service stories are below:
“Sainsbury’s, a grocery store in the United Kingdom, received a letter from a three-year-old girl named Lily. “Why is tiger bread called tiger bread?” she asked, referring to one of their bakery items. “It should be called giraffe bread.” As the pattern on the bread does resemble a giraffe more than a tiger. To everyone’s surprise, Chris King, a customer service manager at the chain, responded. “I think renaming tiger bread giraffe bread is a brilliant idea – it looks much more like the blotches on a giraffe than the stripes on a tiger, doesn’t it? It is called tiger bread because the first baker who made it a long time ago thought it looked stripy like a tiger. Maybe they were a bit silly.” He enclosed a gift card, and the bread was renamed.
Can you now imagine the level of satisfaction in her or her parent’s mind after seeing the response and the feeling of being special that she would have got.
And why it happened? Because that was way too Unexpected.
An organization or economic system where goods and services are exchanged for one another or for money. This is one of the most retrospective definitions of the term business. However what we see today is the much more advanced world. Business is not just selling goods and yielding profits. It has become more dynamic.
Looking back at the old days. The options were less. A single company had the monopoly in the market and we were forced to buy that product no matter how pathetic it was. Now the time has changed. We have 263 registered television and 150 telephone or mobile phone manufacturers in the world. Out of which you hardly remember 5 or 10. How many of you reading this would not want an Iphone or maybe A Sony or Samsung LED mounted on your wall.
They all provide the same facility with a little difference but still only few manage to be on our wishlist. That one thing that plays an important role in their success is the impeccable customer service that they provide to their customers. They play the game of unexpected.
Imagine you being a customer ordered a phone on Christmas or Diwali. You open the box and see a handwritten note wishing you the occasion. Isn’t it something you never expected? That one note will at least give you a smile while you open the box and look for the product and next time you’d prefer shopping there.
Delivering what you were supposed to isn’t great business. It may be good but do you think good is just sufficient? You gave them what they paid for and the story ends there. The chances of that person doing business with you again are uncertain unless you’re the only provider in the market or the product you deliver is brilliant enough to overrule the other facts.
One of the best customer service stories are below:
“Sainsbury’s, a grocery store in the United Kingdom, received a letter from a three-year-old girl named Lily. “Why is tiger bread called tiger bread?” she asked, referring to one of their bakery items. “It should be called giraffe bread.” As the pattern on the bread does resemble a giraffe more than a tiger. To everyone’s surprise, Chris King, a customer service manager at the chain, responded. “I think renaming tiger bread giraffe bread is a brilliant idea – it looks much more like the blotches on a giraffe than the stripes on a tiger, doesn’t it? It is called tiger bread because the first baker who made it a long time ago thought it looked stripy like a tiger. Maybe they were a bit silly.” He enclosed a gift card, and the bread was renamed.
Can you now imagine the level of satisfaction in her or her parent’s mind after seeing the response and the feeling of being special that she would have got.
And why it happened? Because that was way too Unexpected.
0 comments:
Post a Comment