They want proof that there will be good service. The emphasis on guaranteed tells us that the promise of a good experience is expected and doesn’t stand out for consumers. Plus, according to research from American Express, 86% of consumers are willing to pay more for a GUARANTEED good experience.
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Your online customer feedback has a lot more reach than just the original 13 or 72 customers who were actually serviced by your company. Now, say you have 100 customers and 72 of them share a positive experience with 6 people each, 432 people will hear about positive experiences with your company (much more than 72). Let’s look at the math: if you have 100 customers and 13 of them share a negative customer service experience with 15 people each, 195 people hear about negative customer feedback regarding your company, even though just 13 had bad experiences. On the other hand, 72% of consumers will share a positive experience with 6 or more people. Research from ThinkJar shows that 13% of customers will share a negative customer service experience with 15 or more people. Personal opinions, reviews, and other types of customer feedback have ways of circulating online, even if they happened offline. Because people talk – sharing their good & bad customer experiences online, especially in social media. Providing great customer service can make a world of difference when it comes to customer loyalty, boosting sales and decreasing churn.
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How Amazon and Virgin Trains East Coast provide good service by making their customers feel special.Take a look at these examples of good customer service in retail that have been spreading ONLINE (isn’t that where everything ends up, eventually?): 8 Real Life Examples of Good Customer Service in Retail, from Companies Large and Small There are more than a few ways that brands and companies stand out from the crowd with impressive customer service. No matter what your personal experience with good customer service has been, there’s no doubt that it made a positive impression on you and also resulted in that particular company standing out as a better option than the rest. Maybe you’re thinking of a company that actually implemented one of your suggestions, both improving its product and proving that its customer feedback forms aren’t just for show? Or did you have a memorable cancellation-related customer service experience with an online retailer – and it showed you that these guys (unlike the rest) won’t try to suck you dry, making them your new go-to online marketplace? Or maybe your best customer service experience was a little more personal (more human) and it was just because you were treated like more than yet another notch in their customer acquisition belt? Which company immediately stands out when you think of examples of good customer service in retail?