Are your customers smiles guaranteed?
Fab.com have got it right.They understand me as their ideal customer and have attracted me with the design experience and their customer focus. They have really spent some time boiling down there mission as an organisation. They know they want to build a different kind of organisation. They want a smiles guaranteed company. They offer free returns, free shipping on low cost items, best price match and guaranteed smile return policy. that is, if your not happy, we're not happy. I love the way they have not just stated their mission and guarantee they have explained it."We're building a different kind of company
Smiles PolicyTen Ways Fab is unique:
1.We are building the world's most loved store. We want to develop emotional relationships with our customers, to be their most trusted destination for design, and to deliver on our promise to make them smile every day. It's a big vision, but we believe in it.2.We believe that exciting design is everywherein every country, in every product category, and at every price point. We want people to find it all on Fab. Whether it's $10 or $1000, if it's special, we'll sell it. If it makes people smile, we'll sell it. Design isn't just about precious objects; it's about making great objects accessible to all.
3.Our team's mission is to put stuff on our site that makes people smile. We're quite serious about this. We believe that if we love it, our members will too, and sales will happen over time. We're guided by emotion, backed up by data, not vice-versa.4.We build all of our own technology.
5.We strive to exist at the intersection of social + commerce + content. Fab is not about individual transactions. It's about an exciting experience: discovering great designs, connecting with designers, and sharing those experiences with friends. There's a lot of love to go around, and we're just getting started.6.We hire smart, ambitious, creative people who are ready to live the Fab culture.
Do you have what it takes to make people smile?7. Challenge others to recruit away our team members. That challenges us to build the best, most rewarding, work environment in the world.
8.Our customer service reps are Crackerjacks.adjective:excellent
noun:a person or thing of exceptional quality or ability.
[changed from crack (first-class) + jack1 (man)]
Their job is to make you smile."
9.We're transparent. We love sharing data and stories about our company's development. We believe that the more others know about us, the better they will understand what we're up to. Check out our CEO's blog.10.Despite our rapid growth, we spend most of our time internally celebrating our challenges. We focus more on why we suck than on why we're doing well. We really do believe that what challenges us makes us stronger.
Can you honestly say that you have distilled your mission into real sharable benefits that resonate with your ideal audience like Fab.com? Can I feel what it is like to deal with you from your touch points: website, packaging, business card, receptionist? The truth is most companies are not that customer centric and so the chances are you have lots of "me too" statements that mean nothing to your potential audience. Ready to learn more?
|Tags:Value PropositionCustomer InsightBrand Strategy|