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When I think of good customer service, I can't help but think of Chick-Fil-A and their “my pleasure” philosophy. But what if they were ousted from the top spot by Wendy's in Newsweek's America's Best Customer Service for 2023 ranking? Still, there's a lot to learn from Chick-Fil-A and other brands that provide great customer service. Let's find out.
The Sources of Truth
We all know that nothing is a better “source of truth” than customers themselves. In addition to my own experiences, I looked at two key customer service and satisfaction ranking systems to identify some of the top-ranked brands. This includes :
– Newsweek's America's Best Customer Service Ranking for 2023: This ranking is based on a survey of 30 US customers who have made purchases, used services or collected product information in the past three years.
– American Customer Satisfaction Index (ACSI®): This index measures and analyzes customer satisfaction, and scores are based on interviews with approximately 500 customers each year.
Let's see why these five brands stood out this year.
Chewy
Chewy is an online retailer of pet supplies, including food, toys, treats and other pet-related products. Here's a look at the most recent ratings for Chewy:
– Newsweek Ranking: Pet Food and Animal Related Products Category (Online) – Rank 1, Score 9,16
– ASCI® Score: Online Retailer Category – Category Average 80, Score 85
Why Their Customer Service Stands Out
Chewy's “Customers First” philosophy is designed to satisfy customers. They offer round-the-clock expert support and the company offers a 24% satisfaction guarantee policy on every order. They also place a high value on their customers and genuinely work to build lasting connections with them. And one of the things they're very well known for is their empathy, especially when a client is coping with the loss of their pet. Chewy has been known to send heartfelt cards, pet portraits and flowers to grieving clients. They also refund pet products that have been purchased but are no longer needed. This not only humanizes Chewy as a brand, but also shows that they care way beyond the buyer-business relationship. Here's an example of a customer moved by the care of the Chewy team after the loss of her dog.
Trader Joe's
Trader Joe's is a chain of neighborhood supermarkets in the United States, known for its low prices on unique food items. Here is an overview of the most recent ratings for Trader Joe's:
– Newsweek Ranking: Discount Supermarket Category – Rank 1, Score 8,98
– ASCI® Score: Supermarket Category – Category Average 76, Score 84
Why Their Customer Service Stands Out
Trader Joe's is committed to providing quality products at affordable prices to deliver value to their customers. They work to create a safe, welcoming, inclusive and respectful environment for both customers and employees. Trader Joe's also supports local food organizations in the communities they serve. Additionally, the customer-facing employees at Trader Joe's are known to be extremely friendly, chatty, relatable, and helpful. Here's an example that pokes fun at "aggressively friendly" employees, but also shows how much the company is focused on delivering exceptional customer experiences. And there is a certain consistency in these experiences. After all, over 107 people have liked this TikTok video.
Lush
Lush is an artisanal cosmetics retailer specializing in the manufacture of ethically sourced, low environmental impact bath, body, skin and hair products. Here's a look at the most recent ratings for Lush:
– Newsweek Ranking: Perfumes and Cosmetics Category – Rank 1, Score 8,85
– ASCI® score: Not available
Why Their Customer Service Stands Out
Lush's “We Believe” framework shapes the way they do business. Here are some highlights:
– “We believe that happy people make happy soap.”
– “We believe that all people should be able to move freely around the world.”
– “We believe that the customer is always right.”
Much of what Lush does to delight customers is through their products. They use fresh, organic and vegetarian ingredients. They are transparent about what goes into their products and when they were made. Lush values honesty and integrity with their customers. And this is one of the key features that makes their customer service special. The Lush stores also look fantastic and smell amazing when you pass by, which in itself is a great experience in my opinion. But don't take my word for it. Customers have spoken (or at least the one in this example). Kudos to #DevinFromLush.
Starbucks
Starbucks is a coffee company. Well, that's how it started, but has since evolved into a supplier of innovative coffee and tea drinks and breakfast foods. Here's a look at the most recent ratings for Starbucks:
– Newsweek Ranking: Coffee Shop Chains Category – Rank 1, Score 8,53
– ASCI® score: Category Fast Food Restaurants – Category Average 76, Score 77
Why Their Customer Service Stands Out
Starbucks aspires to be “people positive,” which means they are invested in the humanity and well-being of their communities, partners and customers. Company founder Howard Schultz sums it up well: “We are not in the business of coffee serving people, but of people serving coffee.” Starbucks excels in customer service because the company emphasizes the quality of the customer experience. Their people-oriented mentality is why so many people can't start their day without their Starbucks fix. Their employees are also allowed to have genuine and relaxed interactions with customers, without compromising on quality. Here is an example of that.
Duolingo
Duolingo is a language learning app that offers educational programs with concise lessons for over 30 languages. Here's a rundown of the most recent release notes for Duolingo:
– Newsweek Ranking: Online Language Learning Platform Category – Rank 1, Score 8,46
– ASCI® score: Not available
Why Their Customer Service Stands Out
Duolingo offers personalized instruction to language learners around the world. Their machine learning algorithms adapt to create specialized learning programs…