Coldwater Creek: A Great Customer Experience
Posted by Becky Carroll on March 1, 2007
Recently, after seeing a week of JetBlue bashing on blogs, Kevin Hillstrom over at MineThatData challenged us bloggers to be positive. I try to do this whenever I can, but I promised Kevin I would take up his challenge. On the first of each month, I will be sure to put forward a positive story about customer experience (what Kevin calls One Positive Day). Here is my first installment, on Coldwater Creek!
Last year, I had traveled to Milwaukee to meet a client for the first time. My flight from California arrived around 5pm, but my bags did not. Wearing blue jeans and a t-shirt is not a great way to kick-off a new project and make a good impression! Desperate, I took a taxi to the closest mall that was still open, Mayfair Mall. After dashing through a few stores, I came upon Coldwater Creek. I had heard a lot about them, but I had never shopped there before. I went in.
Immediately, a sales associate came up to me, and I shared my predicament. It was nearly closing time, but this person and the other sales associate working sprang into action. After getting my size information, as well as my needs for clothes (and shoes and accessories), they pulled together several possibilities for me to try. They also suggested I run next door to the lingerie store to get what I needed; they would hold the Coldwater Creek store open for me!
After 45 minutes, my shopping was completed. I had two great outfits, plus shoes and accessories. The store had a coupon for their frequent shoppers for 20% off an entire purchase over $100 (which mine was), but I wasn’t a frequent shopper. They offered me the coupon saying, “You’ve had a rough day; I hope this makes it better!”
I was pleasantly surprised at these two associates. They treated me like I was their only customer. They stayed late for me when most stores would have been pulling down the gate. They made me feel like their best customer. And after that visit, I think I was!
Coldwater Creek’s retail experience rocked!
How can you make your customers feel special when they interact with you? Are you looking out for their needs, or for yours?
I hope you found this story inspiring. I still get a smile on my face when I think about that great experience. More positive stories to come for next month’s One Positive Day (and for the days in-between, too).
In the meantime, be sure to visit other positive story-makers: Meikah at CustServ, Phil at MakeItGreat, Daryn at DarynKagan.com (a website, not a blog). Send me others you know of, including yourself, and I will link to them next month!