an interesting experience of both customer service &
customer loyalty. Your order is placed with one person and
the assembly line starts moving. Two to five people will
‘serve’ you offering multiple options that occasionally add
cost but rarely come with an engaging interaction. Most
customers seem to be loyal or at least familiar with the
options and state their choices confidently without being
asked. When a ‘new’ customer hesitates while considering
the options there is frequently a sense of disruption among
both staff and others in line. Serving the loyal customers is
clearly important but expecting new customers to have the
same familiarity with your products may mean they are
forever a first time customer. Understanding the difference
in expectations for prospects; new customers; repeat
buyers; and loyal advocates then serving them accordingly
is a mark of superior customer service.
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