Costco has long been appreciated by its members for its "no hassle" return policy. Recently, however, they've seen an increase in costly high-end electronics returns. Their response? Costco decided to launch a concierge service to provide expert installation and training.
Rather than implementing a company-centric cost-cutting measure of restricting returns, Costco took the time to examine the underlying causes for these returns. By talking with customers Costco learned that the main reasons for the returns was difficulty in set-up, installation and familiarization with advanced features/functions. Costco examined how to improve the experience for the customer and, as a result, found an opportunity to launch this service which:
- Produces additional service revenues;
- Reduces cost of returns; and
- Increases customer loyalty.
Focus on the customer and see profits rise. What a concept!
COSTCO CONCIERGE IS THE BESTTTTTTTTTTTTTTTT
THOSE OF YOU WHO USED THE ACCOUT KNOWS WHAT IM' TALKING ABOUT
Posted by: Rashid | October 22, 2006 at 12:44 PM