Christine Malfair’s Post

That's how you run a business. Customer first.

Marketing isn’t just what you say. It’s mostly what you do.

THIS! This is why branding matters and going viral is more than putting up a video using the latest hit song. Going viral requires a connection between the content and the viewer. Connections are the foundation of brands. And when that connection is based on authenticity, people know and respond. That’s what separates you from competitors. That’s what moves consumers from spectators to ambassadors. It sounds like Chewy invests a lot of time and resources into learning about their consumers and building their brand, resulting in some cool marketing output. As the owner of 2 spoiled doggies, it sounds like this is a brand I need to investigate. And just like that, Chewy has probably acquired a new customer. This is a reminder of how powerful great branding and marketing can be! #AskAMarketer

This tweet went viral. But the reason isn’t as obvious as it appears. Yes, Chewy delivered great customer service. That deserves praise. But this tweet went viral because tons of OTHER people had similar experiences — so when they saw it, they replied and shared with their own experiences. Consider: 🎨 Chewy makes 1,000 oil paintings of its customers’ pets PER WEEK, and sends them out as gifts! 🌸 Chewy regularly sends flowers to people when their pets die. 😊 Chewy has a team of more than 2,500 trained customer service reps who respond quickly and kindly. Delighting one customer is great. But when you delight ALL your customers, they'll join together to shout your praises. THAT is how you go viral. If you liked this post, please share it with others and follow Jason Feifer for more. 🔥 Want to be more successful and satisfied? My newsletter, One Thing Better, helps you weekly: jasonfeifer.com/newsletter

Ever wonder why this tweet went viral? Let’s break down one example that’s more than meets the eye. Yes, Chewy delivered great customer service, and that deserves praise. But the tweet went viral because it resonated with tons of people who had similar experiences—they saw it, replied, and shared their own stories. Consider these impressive stats: Chewy creates 1,000 oil paintings of its customers’ pets per week and sends them as gifts! Chewy frequently sends flowers to customers when their pets pass away. Chewy has a team of over 2,500 trained customer service reps who respond quickly and kindly. Delighting one customer is fantastic. But when you consistently delight ALL your customers, they band together to shout your praises. That is how you go viral. When was the last time your customer service inspired a community? Aim to delight every customer, and watch as your brand becomes the talk of the town!

Be more like Dan👇🏼 Here’s a quick customer experience story: I ordered a takeout online - burger, chips and a drink 🍔 🍟 🥤 They tried to call me - as they didn’t have the drink I ordered. I didn’t pick up, as I didn’t recognise the number (yep, I’m a millennial) So, they sent me 2 other drinks instead, as a little sorry. An hour or so after I’d received my order, they text me to thank me for my custom and explain the drink situation. I loved receiving the text. It’s not that hard to do. It probably took Dan less than 60 seconds to write. And it made such a difference to my experience. The impact of the attempted call and text message: 👉🏼 I rarely leave feedback for takeouts, but after receiving his message, I felt compelled to support him and left a review. 👉🏼 By sending me two alternative drinks, it showed he genuinely cares about his customers. 👉🏼 The text perfectly demonstrates how to blend a digital and human experience with a personal touch. 👉🏼 It adds personality and makes me want to support Dan by becoming a returning customer and supporting a local business. Have you ever had an experience like this? Be more like Dan. And if you’re based or ever in Camden, they highly recommend ‘Dan Good Burger’ 🍔 #customerexperience #customerservice

I am usually a patient person. People who know me can testify that but The Whole Truth Foods has been extremely successful in showing my patience their limits. Here's what has happened - 12 Nov- placed an order and paid for it. Scheduled delivery - 15 Nov. 15 Nov - courier guy calls me and I have to reject the courier because I am unavailable. 16th Nov- Another day passes and I get a call at 10 pm at night for the delivery. Mind you, the address is a commercial complex and of course, no one is there so I refuse again. 17, 18, 19, 20 Nov. No intimation, no reply, nothing from the side of the company while I repeatedly mail, WhatsApp, and try to reach out them via Instagram dm as well as x. Com. Just an automated mail reply saying that they're looking into the matter and would get back in 24-48 hrs. 21 Nov, Yesterday - got a call from customer care saying I'll get it by today. 22 Nov, Today- No delivery, no call, no text, no update on it from anyone. It's been 10 days of my order and the least I expect for a paid order is updates which stopped after 16th. Is it too much to ask for? Is this what Honesty and transparency in your brand is for? Ghosting customers and delaying orders? I understand that I refused delivery once but didn't expect to get ghosted like this. People on Bumble reply or block faster. I am done with your service. I really like your products and everyone I know has appreciated the brand but this incident is really changing my perception. Please cancel my order and issue the refund. I'm in no mood to hear that you're processing my information and investigating it and I'll get an update in 24-48 hrs for the umpteenth time. Update (26 Nov)- The team immediately had gotten in touch with me after this post and they canceled it and I got my refund.

𝗧𝗵𝗲 𝗦𝗵𝗮𝗱𝗼𝘄 𝗨𝗽𝘀𝗲𝗹𝗹 Culvers seems to have recently instituted a “𝘴𝘩𝘢𝘥𝘰𝘸 𝘶𝘱𝘴𝘦𝘭𝘭” policy in pursuit of increased revenue. Three visits in a row, at three different Culvers, I have ordered the same “𝘉𝘶𝘵𝘵𝘦𝘳 𝘉𝘶𝘳𝘨𝘦𝘳” as I have for the last 15 years. But have received 𝘢𝘯𝘥 𝘣𝘦𝘦𝘯 𝘤𝘩𝘢𝘳𝘨𝘦𝘥 for a Double Butter Burger. During the third visit the cashier clarified the Point-of-Sale software now defaults to a Double Butter Burger, 𝘵𝘩𝘦 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘮𝘶𝘴𝘵 𝘤𝘶𝘴𝘵𝘰𝘮𝘪𝘻𝘦 𝘵𝘩𝘦 𝘣𝘶𝘳𝘨𝘦𝘳 𝘵𝘰 𝘢 𝘴𝘪𝘯𝘨𝘭𝘦 𝘱𝘢𝘵𝘵𝘺.    As a loyal customer, this feels like it borders on a deceitful redefinition of terms.  In the conference room, price realization seems like the “easy button” of increased profit. 𝗣𝗿𝗶𝗰𝗲 𝗿𝗲𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻, 𝗲𝘅𝗲𝗰𝘂𝘁𝗲𝗱 𝗽𝗼𝗼𝗿𝗹𝘆, 𝗰𝗼𝘀𝘁𝘀 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗹𝗼𝘆𝗮𝗹𝘁𝘆.

Let's normalize in-store customer feedback. (Some call them complaints) We need to encourage guests to speak up if there is an issue. Customers, please give feedback. The owner/manager wants this. If one guest has an issue, others probably do or have as well. Fix issues sooner not later. Reduce/eliminate negative online reviews. How much repeat business have you lost? P.S. Nobody is spitting in your food. #wednesdaywisdom #guestengagement #restaurants #hospitalityindustry

This #mistake is costing you customers Delayed responses aren’t just an inconveniences they cost you revenue. In today's world, customers demand quick service. If you can’t deliver, they’ll go to your competitor who will. Imagine walking into a café, excited for a meal. The server drops off the menu, but then vanishes. You wait, hand raised, but no one comes to take your order. You feel ignored, unimportant and you leave, never to return. This happened to a friend of mine at a well-known café, and they’ve never gone back. How many customers are you losing to such mistakes? Studies show that 56% of customers won’t return after a bad service experience. Can your business afford that? This is where my customer service training can make all the difference. We help your team anticipate customer needs, respond promptly, and create an experience that keeps customers coming back. Don’t let poor service drive your customers away. Book a free consultation with me today and start empowering your employees.