John DiJulius | Customer Experience Blog


Employees would rather be criticized than ignored; Toys ‘R’ Us fights in Experience wars
May 12, 2015, 1:46 pm
Filed under: Customer Service
Spirit Airlines dead last in Customer Satisfaction scores – While JetBlue and Southwest Airlines battle it out between who is #1 at satisfying their customers, Spirit Airlines and Time Warner Cable had their own battle for worst, as they ended up tying for the last place in Customer satisfaction. Very few people are surprised at Spirit’s low performance. While they offer low prices, they skimp the most on customer service and have for a long time. One classic example is when Spirit would not refund a Vietnam veteran the pre-booked $197 airfare after he found out he had terminal cancer and couldn’t travel. 

Toys ‘R’ Us fights to compete in Experience Wars versus Price Wars – After years of losing ground to on-line rivals and discount chains, Toys “R” Us Inc. plans to revamp its stores to be places where kids come to play. Trying to compete with mega-discounters like Walmart and on-line vendors like Amazon on price, their new strategy is to get kids in the door by creating an experience — not just a place to buy toys. They’re planning a prototype store that will feature large play spaces for kids, and demonstration units for technology for them to experiment. They are also aiming to train employees better, arm them with more product knowledge, and make the stores into something different that general retailers can’t compete against. 

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