Brand Loyalty Through Customer Service

I recently had an experience with a consumer electronics company that really made a positive impression on me, but more importantly turned me into a loyal customer and brand advocate! One customer service representative at CyberPower Systems made all the difference. But now that I am sold and motivated I wanted to say thanks and give the company props on their web site, but how? This is my little story to illustrate what I would want my web site to offer its customers.

Being a self proclaimed computer geek and lover of all things tech I use a wide range of electronics and often need power while I am out and on the move. Many a road trip I am in the passenger seat working on the computer, while plugging my iPhone into the car stereo and having the kids in the back seat playing with a PSP or other equipment. Over the years my mobile power needs have steadily increased and I recently upgraded my mobile power inverter for use in the car, that is the device that converts a cars 12V battery power to standard AC 110 volt.

I bought the power inverter at Best Buy based mainly on it being the only unit pushing up to 150 watts, the amount I need in a fairly small unit. Since all the units in this wattage range were made by brands I had never heard and price was very similar my final buying decision was based on the units look and packaging. Of all my electronic gadgets, the power inverter is the least exciting. As long as it works not much thought is put into it beyond that. A few weeks later I somehow lost the units 2-in-1 Connector made to be interchangeable between airport and automobile adapters.

Argh now what? They don't sell the adapter on their web site so I decide to contact their customer service and see if there are any options. Filling out the customer service contact form, my hopes were low and I was preparing to buy a new converter. To my surprise a customer service representative contacted me the next morning, asked for my address and shipped a new connector that day free of charge with a happy reply and thanks for being their customer. When I received the package a few days later there were two adapters included. The wow factor and appreciation was immediate(thank you Shelby!) and I knew I not only wanted to thank them in return but also let their other customers know how great they were.

So on to their web site to leave a glowing review, but as with many manufacturer web sites there are no social networking features to allow e to show my appreciation. Everyday here as Incendia Media we are conveying the value of social networking and various tools and features available to companies and their web sites. There are two things that can be learned by this experience. 1. Great customer service and policies can convert one casual customer into a loyal customer, ready to be a word of mouth advocate. 2. If CyberPower had social networking capabilities on their site this story and thank you would be on their site working to convert many more people into their customers.

Next time you need a power inverter, surge protector or many other great electronic support equipment I recommend CyberPower Systems!

Do you have any great customer service stories that made you a loyal customer or lost you as a customer, let us know.