This is what great customer service ‘feels like’. Do you think that the message (in the above posted image) was crafted by a company executive? or Edited and reviewed by a corporate communications council? Did it require layers of approval?
Leaders in days of social business should take a fresh look at their communication processes and re-design them accordingly. The market needs and expectations have evolved. The above posted interaction is a prime example of a great company culture.
It is no longer feasible to have a ‘crafted’ message for every single customer interaction as that is non-scaled, slow, fake, fluffy and unauthentic. Instead focus on having a consistent story and an empowered customer oriented company culture. It becomes even more important for social media strategists who are crafting their digital comms processes and really impacts how they build their content calendars. Traditional PR processes aren’t viable any more.
As of right now, the above image has had over 120K shares and has gone viral. People within my network have indicated that they will shop at Sainbury’s whenever they are in England. Congrats Sainsbury’s!
Total cost: An empowered employee and ₤3 pounds.