Wow Service

5.) Gaylord Opryland ‘WOWs’ a Repeat Customer

It doesn’t take a slew of consumer data (although we’ve shared plenty of it) to support the argument that your regular customers are your rock. As such, taking care of them is not just the right thing to do—it’s also good for business.

Consider the case of regular Gaylord Opryland hotel customer Christina McMenemy, who stayed at the resort three years in a row for the annual BlissDom conference.

What a difference extra special customer service made to a child

This just makes you realise what a difference great customer service makes. some stories you might enjoy.

Please enjoy and maybe together we can have a similiar story for your company.

Service Rep Saves the Day

Losing a favorite toy feels devastating to a young child. Long time Lego fan Luka Apps spent all of his Christmas money on a Ninjago (Lego ninja) named Jay XZ.

Against his dad’s advisement, he brought his Ninjago on a shopping trip … and lost it.

Luka wrote a letter to Lego explaining his loss and assuring the Lego staff that he would take extra-special care of his action figure if they sent him another one.

The response he received from a Lego customer support representative named Richard was nothing short of amazing. Richard told Luke that he had talked to Sensei Wu (a Ninjago character), writing:

He told me to tell you, “Luka, your father seems like a very wise man. You must always protect your Ninjago minifigures like thedragons protect the Weapons of Spinjitzu!”

Sensei Wu also told me it was okay if I sent you a new Jay and told me it would be okay if I included something extra for you because anyone that saves their Christmas money to buy the Ultrasonic Raider must be a really big Ninjago fan.

So, I hope you enjoy your Jay minifigure with all his weapons. You will actually have the only Jay minifigure that combines 3 different Jays into one! I am also going to send you a bad guy for him to fight!

Just remember, what Sensei Wu said: keep your minifigures protected like the Weapons of Spinjitzu! And of course, always listen to your dad.

It’s so rare to see such a thoughtful, creative response to a distraught customer that this story went viral, which was well deserved!






The Times Case Study on Portakabin

The importance of excellent customer service
A Portakabin case study

Page 3: Why is customer service so important?

Customers of a business can be new ones or current ones returning to buy more. The significance of good customer service can be shown in financial terms, as it costs at least five times as much to win a new customer as it does to keep a current one. Much of the profits of most businesses rely on repeat custom.

Case study on the importance of Customer Service

Case study done by The Times on how important customer service is and thie I would think would apply to any business. I just felt I had to share this report with my customers.

The Future of Retail

What is the future of retail, online and offline? Have you wondered what will be the outcome for the retail industry?

With the Fashion week under way , all the buyers ready to follow the trends that designers set and there is so much excitement about all the new additions to the collections. How is this excitement carried through to the all important customer?

Times are tough for the retailer with the growth in the online market as well as the competitors. The countries economic situation makes it even harder for the retailer.

Memorable Service Experience



I was after a luxury item a pair of shoes worth £150, not in the sale. I asked for my size but upon trying one shoe was far too loose. I enquired if I could get them anywhere else or can they get another pair. It was a high end shoe retail outlet.

To that I was told they had no idea and I needed to ring customer services. I rang them and they Provided me with a list of the shops that had them. Please note these shoes are NOT a necessity but I liked them.  I thought for a moment I was on candid camera for bad service.



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