Although I do love the logo that Delta has come up with regarding continued customer loyalty--it certainly can be applied in all industries and today I became a new loyal customer to one store where the service was excellent and left another one-- where there was no service.
The great story first-- I was walking on Fifth Avenue and wanted to buy a gift for a friend who loves chocolate so I walked into Lindt www.lindtusa.com . From the moment I walked in-everyone was very friendly and helpful and one of the supervisors,Carol Koronec helped me. She told me about the specials and although I came in to buy one gift, I bought two and I will be back to buy more---their chocolates are beyond delicious! As Carol said, "I believe that each customer is important" and she truly walked the walk.
Again-- a great experience and one that is easy to remember and to tell others about.
Just minutes before on the same avenue, I walked into another very famous store-- and not Bergdorfs... and received totally different service. I was looking for a lipstick for the summer and when I asked for some help and guidance, the salesperson who I had interrupted her deep conversation with a co-worker looked up and said:'all the colors are over there and there are more then 200-so pick what you want'. I had just asked for a little help since that was her department..
I was a bit dumbfounded and usually I don't have a loss for words-- so in this case, I just looked at her and said, "I think I'll come back at another time'-- (although I won't-- she was a brand ambassador without realizing it). A small purchase could have and most probably would have turned into more purchases and higher numbers. The funny thing is that when I was walking out-- she just said "No problem" and went back to talking with her co-worker......
Customer service is still very much alive and well and that is what creates loyalty and word of mouth....
I'm very happy I walked into Lindt for my gift and they will see alot more of me.