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Details + Service = Satisfaction May 4, 2014

Posted by Jack Macholl in Brand building, Brand personality, Communications, Customer Service, Marketing Planning, Uncategorized.
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There is much debate today about the value of social media tools like Twitter. Certainly there is no shortage of opinions being shared in real-time, 24-7, so smart organizations are monitoring their activity and protecting their brand image with vigor. The example below clipped from my e-mail is based on a Twitter post I placed online after having a few closets done in my new home.

The Container Store is one organization that clearly works hard at education for in-store employees and field installation experts (elfa System shelving). They are attentive to the details, phoning you to explain why a product is on back-order, sincerely displaying concern for any (albeit minor) inconvenience and circling back after a purchase to ensure customer satisfaction. Additional detail coverage includes little things, like installation people cleaning up, putting shoe covers on to protect your home’s interior, explaining what they are doing and offering helpful suggestions takes detail attentiveness to the value-add level. After four months of working with a general contractor who didn’t get this concept, I’d say The Container Store could make additional fee income teaching companies how attention to the details equates to client satisfaction and a long-term (profitable) relationships.

Jack Macholl @jackmacholl I love the follow-up service from the Container Store. There is a genuine concern for product delivery and satisfaction. – 01 May The Container Store @ContainerStore Follow Follow @jackmacholl That’s great to hear! Great service is #WhatWeStandFor 12:42 AM – 03 May 14 Reply to @ContainerStore Retweet Favorite

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