27Nov Tesco – From Disappointment To Customer Delight! That’s Poetry
Dealing effectively with Customer Disappointment is something that customer focused businesses do well. The best ones go even further, and they exceed expectations and create customer delight! Here’s a brilliant example of great customer service from Tesco, and it involved Shakespeare!.
When St. Andrews students Isabelle Bousquette and Tomi Baikie, went shopping for their favourite popcorn at a Tesco store in Fife, they discovered it was no longer sold there! Being bright young sparks, they complained via a Shakespearean sonnet! (As you do if you go to St. Andrews!)
Here’s their poem…
Yes, it was done in a Shakespearean style! Fair play to them – that’s Customer Delight and demonstrates all 6 of the ingredients of it:
- It produces a wow reaction!
- It appears spontaneous or unexpected!
- It’s the personal touch!
- It makes the customer feel valued!
- It’s genuine… and…
- It creates a ‘talking point’!
The ‘personalised’ response took time and effort but it does make a ‘Dramatic Difference’ – it gets people feeling good and telling others – the news has already been all over the media.
As Macbeth said (in, I’m sure you know, Act 1 Scene 1) “What’s done cannot be undone” but what you can do is ‘Deal’ with it, and that’s what Tesco did!