How great customer service creates customer loyalty

Thanks to the amount of travel I’ve done, I’ve experienced customer service all around the world. One thing I’ve recently noticed is how much more likely I am to repurchase a product or service from a company if I’ve had a good experience with them in the past.

If you’re planning to launch your own business in the future, you may want to keep this in mind. Great customer service can be the difference between success and failure for businesses of all sizes.

Recently, I ordered a dress from Asos. Since I was in Europe, I was unable to find a nice summer dress for my friend’s wedding in New Zealand. I would be flying to New Zealand in time for Christmas, but I wouldn’t have time to go shopping for a dress once I was home. I found a nice dress that I liked, and ordered it along with a pair of shoes and a purse.


Unfortunately, the wrong dress arrived. The pattern was the same, but the fabric, cut, and length were all completely different, and there was no way I could wear this other dress- it looked like I was around 50 years old.

I immediately messaged Asos, and was told that they would get a new dress sent to me- I would just need to wait to hear back from them over the next few days. Sadly, I didn’t hear back from the original rep and needed to call the company again. At this point, I was worried that the dress wouldn’t arrive on time since I would be flying to New Zealand within a week.

I spoke to a guy from Asos, who listened patiently as I explained the situation. I was so stressed out at this point that I may have had a little cry. Unfortunately, he was unable to order another dress, as it was showing that my size was sold out on his end. The dress was 80 pounds, and I was unimpressed when he told me that I would need to purchase it at my end. Luckily, I was able to snag the last one in my size. And once I explained my issues with the Hungarian post office (no English is spoken and it’s a very complicated place to be for a foreigner), he said I could send the return from New Zealand.

Asos gave me overnight shipping with the right dress, so I was able to receive it in time for my flight. Once I was home, I simply sent the package back (with free tracking) and can see that it’s on the way back now, so I’ll soon have a refund in my account for the first dress.

While the situation was annoying, every interaction I had with Asos was excellent-whether on the phone, over email, or through social media. I wouldn’t hesitate to order from this company again, simply because of their professionalism.

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What’s your favorite customer service story? Let me know in the comments below.

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