I am not only Director of Client Satisfaction at Marygold & Co. – I am also a customer. I have customer experiences just like everyone else.
– Nicole Burskey
I’ve sat on hold for hours, I’ve spoken with customer service agents who do not understand my problem, I’ve been transferred around from department to department, and have felt that I am just simply a problem that needs to go away in the easiest and quickest fashion without necessarily being “helped”. I find myself baffled by how even some of the largest corporations simply don’t get it.
I’ve also had great interactions. One experience, in particular, I called about starting one service and after an hour on the phone, I walked away with 3 products (and what felt like a new best friend) because the customer service agent took their time, made meaningful suggestions, asked questions, was genuine, and made me feel like I mattered. This is the goal. Not to sell more products (those will come organically), but to make certain that customers feel human and that they are important. After all, without customers, you have no business.
Great Customer Experience at Marygold & Co.
At Marygold, we aim to build great customer experience. People tend to choose businesses that mirror their own values and our goal is to do just that. Authenticity, availability, optimism, respect, accountability, constant improvement…these are all values that will be weaved through your customer experience as a client of Marygold & Co. And because we are building our customer experience from scratch, we don’t have to turn the titanic to make it happen. We are building all aspects of our company with the customer in mind, from the beginning. We don’t just want to raise the bar of customer service expectations, we are striving to be the bar.