Examples of successful implementations of customer focus

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Successful customer focus can and should be demonstrated in every step of the company. This can be both the development of an online store website with a convenient and effective layout of feedback blocks and buttons, and the format of delivery and packaging of goods. The client should feel special and receive due professional care.

Example 1: Defective Tires and Nordstrom
A man bought tires at a car repair shop. After using them for several weeks, a defect was discovered, due to which it was impossible to use the product. The man went to the store where he bought the product, but there was no longer a car repair shop there. Instead, there was another facility - Nordstrom. Its products are far from tires israel b2b leads and automotive themes; the company sold shoes, clothes, and fashion accessories. After a conversation with the man, who told him about his unsuccessful purchase, Nordstrom decided to refund him for the defective tires, which were sold by another company.

The point of the story is that in this way Nordstrom improved its authority and customer focus. This case became a kind of contribution to the future of the company. At the moment, the request “Nordstrom tires” in the search results gives more than 3 million pages. Such a PR campaign became an example of a clear, wise and, most importantly, customer-oriented decision. It is important not only to make such decisions, but also to provide strong service for each client and their situation. Of course, constantly such “tire returns” would not bring profit and success to the company, but in any case, you need to be guided by common sense. The phrase “the customer is always right” is a kind of postulate that must be followed wisely.