Customer experiences in Starbucks

                     Starbucks is one in the top 10 Companies With The Best Customer Experience because providing a great customer experience was part of the Starbucks business plan from the beginning. Starbucks focus on the atmosphere, quality Coffee, customer service, and partner (employee) satisfaction. The brand try to search for a place where people could lounge with a good drink and friends or maybe just a book with a friendly and welcoming environment.

   From the above videos, Starbucks considers in all factors to meet customer satisfaction and engages them in all touch points. This can summarizes into three factors which include with

 - Atmosphere: Every time you walk into a Starbucks, you know you will be greeted with a smile and a friendly attitude. All customers can feels homes, relax working and enjoy to meet their friends. 

 - Continuity of Brand and Product: Every Starbucks has a similar feel, and your drink order will taste the same in everywhere.

- Employee Satisfaction and Training: The training of customer relationship to the staff, in both how to be personable with customers and knowledge of the product offering provide a superior experience that the Starbucks customers base has come to expect.

Serves a good experiences to engage your customers

        In every market segment, most of business assumed that the keys to success were the highest quality product, the best value for the buck and the best customer service. Now all we hear about is providing the best “customer experience” which is the relationship between your customer and your company resulting from all their interactions with your company during the customer life cycle the company have to considers in all touch point by using a customer journey map to gain more insight into how customers engage with your company. 

      From the above video which Motiv Strategies shows the understanding of customer mapping that the company should looks carefully about customer point of views, actions, question and barriers to understanding how the company can supports the customers in their journey from the beginning till the end of process because this is accomplished by orchestration touch point which being any interaction point between the customer and your brand.

Picture from www.customerthink.com

      This is the example of customer journey map that  tells the story of the customer’s experience from the awareness through the process of engagement and into a long-term relationship. It may focus on a particular part of the story or give an overview of the entire experience because the company have to identify key interactions which include with customer's feelings, motivations and questions for each of all touch points.  


       

Customization and personalization customer service in SCRM

       There are the processes of tailoring pages between your company and individual customer' characteristics and preferences. Generally used to enhance online customer service or e-commerce sales, personalization is sometimes referred to as one-to-one marketing because the enterprise's web page is tailored to specifically target each individual consumer. 

         Both elements can meeting the customer's needs more effectively and efficiently, making interactions faster and easier and, consequently, increasing customer satisfaction and the likelihood of repeat visits.  

          From the example on above figure, KLM, the international airline creates "KLM surprise campaign" to surprised its customers by using foursquare or Twitter search the name of passenger who mentioned that they were taking a KLM flight at Amsterdam Airport. Then, using the information the customer provided about him or herself on social media platforms to greet them and give them a personalized gift.

Active-customer service in SCRM

        In the past, most of company use passive customer service in which they can use CRM program for only receives customer's feedback or comments when customers call to call center, but in SCRM, the company can opens their social media channels as the active customer service channels to search or find their customer's respond in several pages through social media by themselves and fix it immediately.

       According to the above video, Dunkin' Donuts use active customer services continue to improve Customer Relationships (CRM) and engage its customers through social media because Dunkin Donuts aimed to growing and maintaining a highly engaged global online community of Dunkin Donut fans by using the social media team’s for Dunkin’ Donuts in headquarter coordinate with public relations (PR) agencies to support in local markets and brainstorming for update, answer the question, controls and creates promotions on Facebook pages, Twitter and other channels.

                                           

            Another above example is the case of Comcast which their customers are looking for specific help to fix their problems. If their wireless Internet isn’t working, they want to know how to fix it. If their television connection is out, they want to know how to repair whatever is broken.To provide each customer with a timely and helpful response, Comcast’s Twitter account is managed by a team of people who can quickly offer technical support and troubleshooting tactics for a variety of issues.

The evalution of CRM to SCRM Program

         Because of the growth of internet, most customers interest to use social media to  communicates through social networking sites, such as Twitter and Facebook. According to Jacob Morgan, coauthor of "Twittfaced," describes the difference between traditional customer relationship management (CRM) and social CRM (SCRM) which social brings a new element into CRM because now instead of just dealing with data and information that deal with conversations and relationships. 

       These conversations and relationships can take place not just from company to consumer but also from consumer to consumer. Think of Twitter as a simple example. Let’s say you are a large brand on twitter and you are building relationships with your followers but you also have the ability to build relationships with and listen to and engage customers that are having conversations about you.

       Social Media Examiner also provides 4 Steps to Implementing a Social CRM Strategy to develop your social media CRM strategies, imrprove your customer services and increase customer engagement in your business. 

Source: http://www.socialmediaexaminer.com/what-is-social-crm/

Make a first impression with your customers

     

     From the previous post about UNIQLO, I think the interaction can takes only a quick glance, maybe three seconds, for customers to participates with you when you meet for the first time. In this short time, the other person forms an opinion about you based on your appearance, your bodylanguage, your demeanor, your mannerisms, and how you are dressed.

            In order to create first impression during the interaction with your customer, Lee Polevoi shows about  How to Make a Great FirstImpression on Customers that can be nearly impossible to reverse or undo, making those first encounters extremely important for they set the tone for all the relationships that follows because they are in your social life, it's important to know how to create a good first impression with all of your customers.

Picture from : https://brodypro.com/in-praise-of-proper-business-protocol/

UNIQLO, the king of customer interaction !

     
       According to Philadelphia racked, UNIQLO, the world casual wear fashion retailer under Fast Retailing Co., Ltd focuses on customer service and in-store experience to manage “customer buying process” from the beginning until the end of service in Japanese standard. The company creates "employee practice" as the management principle rules to make its business systems perfect and customer complaints are easily handled.
       
        In each day, customer advisers must repeat the six standard phases to greet and 

interact with shoppers as the following 

  “Hello, my name is ........., how are you today?”

  “Did you find everything you were looking for?”

 “Let me know if you need anything. My name is ....."

 “Thank you for waiting.”

 “Did you find everything you were looking for?”

 “Good-bye, we hope to see you again soon.”

Pictures from : 

http://www.thestar.com.my/story/?file=%2F2010%2F11%2F17%2Fcentral%2F7422448&sec=central 

http://www.fastretailing.com/employment/en/uniqlo/au/storestaff/ 

http://www.comchest.org.sg/GivingAsACorporate/ThankYouPartners/SpecialNeedsStudentsShopatUniqlo/tabid/833/Default.aspx

 http://www.uniqlo.com/us/storestaff/profiles/images/profile03_img01.jpg

http://asia.nikkei.com/Business/Trends/Business-bustling-in-booming-Philippines