An Olympic Gold That Didn’t Come From Paris

I’d like to give a shout-out to a company that clearly understands the value of customer experience.

Last Christmas, my sister-in-law kindly bought me a shirt. It came from a brand I’ve known and respected for years - Charles Tyrwhitt. When I briefly tried it on, it seemed a little snug, but it wasn’t until some weeks later that I had cause to wear it to an event. It quickly became clear that it wasn’t quite my size, and I didn’t have the usual range of movement I’ve come to expect from their shirts. I wasn’t happy, as it had been a gift, and I didn’t want to upset my sister-in-law.

Coincidentally, a couple of days later, I was reading a blog post by someone who claimed that Tyrwhitt swapped a shirt he’d received as a gift, even though it had been worn. This intrigued me, so I chatted with an agent on Tyrwhitt’s website - in? this case a real person, not a bot. They confirmed that they would offer to change the shirt for me, although this was a few months after Christmas.

That same day the agent emailed a returns form and postage label, so the return cost me nothing. The replacement shirt arrived that same week.

I was so impressed that I tracked down the email address for the CEO, Nick Wheeler, and sent him an email complimenting him on Tyrwhitt’s service ethos and efficiency. He answered within 24 hours. This turned into a short correspondence. In brief, Nick made the point that their success was sustained by customer loyalty and repeat business, which was built upon a strong focus on customer service and total confidence in their products.

A customer-centric culture builds brand trust from day 1. Retention leads to loyalty and, thereafter, to advocacy. Repeat purchases drive up revenue and profitability and underpin customer lifetime value. This also reduces the operational overhead, as a customer base with a high proportion of loyal customers costs less to service.

Why do so few well-known brands operate in this way??

Our client experiences only reinforce the value of this approach. If you’re keen to be in the CX vanguard, we should talk: https://promisingoutcomes.com/book-a-call/?

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#CustomerExperience #CXTransformation #Leadership #BusinessStrategy #ChangeManagement #EmployeeEngagement #ContinuousImprovement?