Using Customers’ Transactional Info to Deliver Great Customer Service

Posted Friday, August 30, 2013 in Customer Experience by Patricia Seybold

We all trust our suppliers with a lot of information about our daily lives. Our phone companies know whom we call and how long we talk. Our banks know how much money we have at any point in time in each account. Our grocers know exactly which products we bought/replenished every week. Do we mind the fact that our suppliers have these details about our lives? No.

Do we expect those details to be kept private between us and our suppliers unless a search warrant is obtained? Yes.

Reordering from PeapodCan our suppliers use the information they know about our transactions with them to provide us with a better experience, which will keep us coming back for more? Absolutely. As Ronni Marshak demonstrates in her article on Peapod’s customer service, sharing the information you have about customers among your own employees to proactively solve customer issues is a virtuous and customer-centric endeavor!

Good Service, but Missed Opportunity for Greatness
A Recommendation for Peapod Grocery Delivery Service
By Ronni T. Marshak, EVP & Sr. Consultant/Analyst, Patricia Seybold Group, August 30, 2013

(Read the short sample and download the entire article in PDF.)


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