I am delivering my Way of Harmony keynote at a conference tomorrow. Rehearsals are complete, I had a fantastic dinner with my client, I just Faced-Timed my husband and kids and now it’s time to prepare my attire for the event.
I almost always deliver keynotes in a little black dress (My closet is literally full of little black dresses of varying simple styles for my keynotes). I got a(nother) pair of new shoes recently and I am in love with these shoes. I got the shoes from QVC.com.
I know, right? These shoes came from QVC. I’ve worn these shoes one other time and they are comfortable and stylish with the surprise gold heel. Taking out my shoes in preparation for tomorrow’s keynote got me thinking about the QVC customer experience.
Full disclosure. I’m a frequent QVC shopper. And I’m not alone. QVC is the world’s largest online retailer, generating $8.8b in annual revenue in 2014. Not only am I QVC customer, I’m a fan. I’m a fan of their fantastic and profitable customer experience. Speaking from my experience as a long-time customer of QVC, I’d like to talk to you about 5 things you can learn about the customer experience from QVC.
My intent with this discussion is to inspire you, my friend, to take a look at your own customer experience and look for ways you can adopt and adapt ideas I’ll share with your own customer experience so you can make your experience fantastic…and profitable.
QVC has mastered easy, particularly when it comes to returns. QVC customers have 30 days to return or exchange any item. All orders arrive with a pre-paid shipping label. The return policy is no questions asked. The easy, no-questions-asked return policy allows customers to shop with complete confidence and complete ease.
QVC is brilliant when it comes to creating a customer experience that meets their many demographics of customers. The company offers fast, live-person customer service over the telephone 24/7, which is very appealing to Baby Boomer and Veteran generation customers. Placing orders on the company’s website and smartphone app works very well for Millennial and Generation X customers.
Many of the QVC hosts engage and interact with customers over social media. This engagement allows customers to feel more connected with hosts and it enhances the overall customer experience.
QVC, which stands for quality, value, and convenience, truly delivers their namesake. Customers get high-quality merchandise, from diamonds to shoes to gourmet food. Many products feature exceptional value pricing plus interest-free installment payments – value. Shopping from home or on the go by phone, web or app is certainly convenient.
Delivering a customer experience of quality, value and convenience leave customers feeling impressed with themselves; feeling like they’ve made smart choices. When a company can effectively introduce emotion into the customer experience, they have mastered the customer experience.
I once chatted with a QVC Customer Service Representative about the status of a product return. I simply wanted to confirm that my return was received, but I walked away from the chat session with a Beyond WOW reaction. The WOW started with this message from the Representative:
“Ms. Golden, I’m so sorry the Canon Vixia HV30 MiniDV HD Camcorder hasn’t been processed as of yet. I know you’re anxious to have this completed. The return processing time can take up to 17 days from the date an order is returned to QVC. I hope your item is processed soon.”
This chat experience was personalized, friendly and fast. I was beyond impressed.
Make your customer experience easy, accessible, enjoyable and find ways to leave customers feeling impressed with themselves. When you do, you’ll be well on track to consistently delivering fantastic customer experiences. Good luck!
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