Yesterday I wrote about Staples and my experience there. (blog post is here) My post really wasn’t meant to call out Staples but to encourage people/companies to look at the total picture when they roll out a program.
1. What they are trying to achieve with the program.
2. What do they need to do to make sure it fits into the customer experience?
3. What training needs to be done for the employees?
4. What other processes need to be in place for all of this to be a success.
I felt that Staples missed the mark because:
1. Their pricing wasn’t close in range (percentage wise) and it makes me question more of their pricing.
2. My experience with the cashier was not pleasant and off putting.
3. I didn’t get the 110% of the price match guarantee but in fairness I didn’t ask for it at check out when the pricing was matched. I was just ready to leave at this point.
As I do with most of my blog posts I tweet them out and I tag people in them and in this case Staples was tagged.
I am very impressed with their social media team. They tweeted a reply in a very short time offering to review the receipt and make corrections. They also apologized. Score a customer service win for the social media team.
I want to recognize them for that as many companies of their size don’t have the social media teams in place to address that sort of stuff. Although that wasn’t my intention. They addressed it and in a very timely manner.