"Customers form expectations about the value and satisfaction that various market offerings will deliver and buy accordingly. Satisfied customers buy again and tell others about their good experiences." - Marketing: An Introduction, 7
This past Christmas my mom gave me an electric blanket as a gift. I get cold very easily, so during winter I like to bundle up at night because it is quite difficult for me to sleep soundly when I'm cold. I used my electric blanket all the time. When I got home from work, when I was watching TV, and of course while I was sleeping. So when my electric blanket stopped working after only about 2 months of using it consistently, I decided to see if it was possible to take it back to Bed Bath and Beyond to either get it replaced. There was no warranty on it or anything and I did used it a lot, so I knew there was a slim chance. When I presented my blanket to the associate, they lady said that I could return it no problem. The best thing about it was that not only did they give me a brand new one, but they also refunded my money. I'm not certain if that was a mistake, but it happened and I left extremely satisfied. I will be continuing to go to Bed Bath and Beyond because they accepted my return with no problem at all. I also have told my circle of friends about this experience so now they know that Bed Bath and Beyond cares about customer satisfaction.
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