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Are you taking care of your customers?

To be candid, I’m not one of those gals that love to shop. However, recently I needed to upgrade my cell phone, so I headed to a local service provider. Immediately, I was greeted enthusiastically by Kristina, the sales rep. We had a brief chat as to what I was looking for in a phone. She was knowledgeable, personable and thorough. She was not pushy in her approach; but was sincere in her desire to assist me. In the end, this won me over and I left the store with a new phone in hand. All in all, it was great experience. In fact, if you’re in the need of a cell phone, contact me. I’d be happy to highly recommend this phone service provider, and of course, introduce you to Kristina. 

In our business, this would be what you might call a “Customer Testimony”. At Walker, we help companies understand the importance of the customer, as well as, obtain insights on how to provide great customer service and an excellent shopping experience. As consumers, retail environments are a typical way many of us experience customer service “in action” on a weekly, or even on a daily basis. It was clear to me this cell phone provider understands the value of their customers and trains their associates on the merits of providing a positive shopping experience.

From a personal experience, I was impressed. This led to my curiosity from a business perspective. How does this company perform? In reviewing their annual report, I found that this company performs quite well. Here are three impactful findings of the company’s performance: In 2008, they added more wireless subscribers than any other U.S. provider and ended the year as the nation’s largest wireless provider. In 2008, they grew reported earnings per share 11.3 percent. And, thirdly, this company has been named the world’s most admired telecommunications company by Fortune magazine nine of the past 12 years. 

I have to admit, I wasn’t surprised by the results I found in their annual report. From the way I was treated as a customer, I knew it had to be a respected and successful company. I’m sure you’ve heard the adage “Take care of your customers and they will take care of you.” Based on my personal experience, I can attest that their strategy of “excellent customer care” is winning over consumers and directly impacting their overall company success.  

Jane Gehlhausen
Vice President

 

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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