Injecting the Fun Factor into Customer Service

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Customer Strategy
Customer Service
Good customer service is difficult to come by these days, but even more elusive is <em>fun</em> service. Some companies like Southwest Airlines and Zappos rely on laughter to stand out from the competition. In fact, Zappos, famed for its customer service that goes the extra mile for customers, has created a company culture that instills having fun on the job. One of Zappos' core values is, "Create Fun and a Little Weirdness," which includes 10 principles, among them, "Deliver WOW through service," "Be adventurous, creative, and open-minded," and "Be passionate and determined."

Good customer service is difficult to come by these days, but even more elusive is fun service.

Some companies like Southwest Airlines and Zappos rely on laughter to stand out from the competition. In fact, Zappos, famed for its customer service that goes the extra mile for customers, has created a company culture that instills having fun on the job. One of Zappos' core values is, "Create Fun and a Little Weirdness," which includes 10 principles, among them, "Deliver WOW through service," "Be adventurous, creative, and open-minded," and "Be passionate and determined."

These values have underscored the unconventional company culture at the shoe company that keeps employees engaged, creates memorable customer experiences, and positions Zappos as an innovator in customer service.

Zappos' loyal customer base is proof that injecting some of the fun factor into customer service outreach and support can go a long way.

Having a strategy for making customers laugh has even found its way into low-carb noodle manufacturer Miracle Noodle. Don Peppers, founding partner of Peppers & Rogers Group, shared a letter yesterday in his LinkedIn blog that his brother recently received from the company, along with his order. The team that shipped his brother's noodles included a lighthearted, hilarious, tongue-in-cheek letter about the process for how the noodles were shipped, emphasizing the care the team took in sending the package and ensuring the noodles arrived intact.

Peppers' point in sharing the letter was to remind companies to have a little fun with their customers once in a while. Point well taken, as Peppers wrote that the very first step in earning customers' trust is to "demonstrate humanity."

I found the Miracle Noodle customer service example so refreshing, that I want to find more examples of companies that make a point of being human with customers by consistently injecting the fun factor into their customer experiences. Do you have examples from companies that took an amusing approach when serving you? Let us know and we'll include them in an e-book that highlights fun customer service examples.

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EXPERT OPINION