The Moment of Truth

In the fashion marketing, the strategy of customer service can be interpreted as the moment of truth when executives and employees of a company provide bonus of physical goods and services such as shopping convenience to customers.

As an interaction between the product buyers and the company selling the product, better customer service often improves the company’s business performance while increasing the level of loyalty of the customers to a brand. That is why Nordstrom, a prestigious department store, is captivating the hearts of many shoppers with this customer service strategy.

“Be willing to say ‘Yes!’ every time.” +

Mr. Lee Yong-woo, CEO of an export company of Dongdaemun fashion is sending a message as follows. 

“In the era of COVID-19 Pandemic, we will seek online and Un-tact trade for buyers and retailers around the world through rationalization of the supply-side management. The rationalization of such a management not only balancing the importance of product, speed and price, but also controlling of quality with a strong inspection system.”

“In particularly, we are continued the management of our inspection system as a customer service strategy. Because, if we take care of our customers, they will remain our customers for a long time. We hate that a miss is as good as a mile.”

We believe that he is managing to continue the moment of truth that loves customers. Under this management philosophy, he always asks the executives and employees of his company to join him.

Recently, we also have been talking about “Employee satisfaction first, then customer service.” US American Air aims for this customer service strategy in the same sense.

“Treat your employees as your first customers.” ++

Prior to USAA, Southwest Airlines in the United States has pursued an innovative management strategy that prioritizes employee satisfaction over customer service.

Of course, such a management strategy, at first glance, is accompanied by a reduction in the customer service budget due to the limited management resources of the company, but the sincerity of the employees may rather increase customer satisfaction. 


 




-Some of the popular Dongdaemun fashion items we exported last week, seoulclick.com- 


In fact, Southwest Air executives said that the quality of their customer service is highly regarded. thanks to the bright smiles of the employees along with discount tickets. 

Nowadays, many companies are benchmarking Southwest Air’s customer service strategy, and such a strategy will allow any company to expect high performance. Once again, let’s take look at the management philosophy of SeoulClick. +++

“Up to the present, while improving the quality of work life in our company, we are shouting ‘Let’s work together’ for true customer satisfaction management. Thankfully, our company’s employees are working at the risk of their life, agreeing with this management philosophy.” 

CEO Lee Yong-woo’s thoughts about happiness are also excellent. This kind of thinking also seems to be the Dongdaemun style.

“As a company’s representative, I am happy to do difficult and hard work with my employees. We know well that working at our company is a condition of happiness, like family, love, and money. That is our company’s management culture and our pride.” 

“We will pursue the sustainable management of our company so that all of our executives and employees, and buyers or retailers from all over the world, as well as our supply-side partners, are happy.” 

CEO Lee’s management philosophy is quite impressive to us. With all merits of his management practices, he was not proud. That is why we like him. 

Generally speaking, consumers are strong than a merchant in any market. Such was the case. However, despite such facts as the Iron Law, there are many merchants who neglect customer service.

We all need to know the market reality in competition. As the marketplace expands into the global market, we will have to continue the moment of truth toward customers more and more.

+ Nextiva.com/blog/the 10 best customer service examples for 2020

++ ibid.

+++ www.seoulclick.com

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<Tags>

Customer Service, First Customers, Employee Satisfaction Management, Quality of Work Life, 

Bong Sul (Advisor, SeoulClick)

www.seoulclick.com


 Read more: Bong (Bong Sik) Sul, Dongdaemun Style, ebook.kstudy.com, Seoul, 2019.


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