Lessons Learned from Peloton: Delivering Customer Satisfaction

It’s early 2021 and you’ve told yourself – this is the year.  I’m finally going to get my fitness in check.  Like so many others, you have seen the commercials for the Peloton exercise bike and think "YES! I need that!" You go to the website, flinch at the price, but decide you’re going to bite the bullet and go for it. CHECKOUT, done.

Now, we wait. Fast forward to 8 weeks later and you still don’t have your bike. You’re angry since it was promised to you many weeks ago.

Unfortunately, this scenario isn’t an isolated one. Peloton, and many other companies, have struggled to keep their promises on delivery, especially during COVID-19, when there is a high demand for products and supply chain issues continue to arise. In the world of B2B, this can also be a common issue. While there might not be a tangible item to deliver, you maybe have hurdles that make meeting a deadline on a service or solution nearly impossible.

If your company is struggling with similar issues, here are a few things you can keep in mind:

  • Don’t promise something you are not sure you can deliver. In fact, it’s always better to under promise and OVER deliver. Your customer will be thrilled to learn that something you said would be delivered over in several months is delivered early. 
  • Communicate! There is nothing worse than working with a company that takes your money and then goes silent. Keep your customers informed by providing statuses, updates, and any news that pertains to them. They will appreciate the transparency.
  • If you can’t deliver when expected, make it right. Sometimes, there are unexpected bumps in the road. When this happens, it's best to acknowledge the issue and offer something positive to remedy the complication.

What’s the key in all of this? Do what it takes to keep your customers happy. If you choose not to, the risks are severe and can include terrible public relations (negative posts on social media, bad reviews, etc.), losing customers, losing your credibility, and a severe dip in revenue. Warren Buffet is famous for saying, “Don’t just satisfy your customer, delight them.” If your customers are delighted, they will be a lifelong customer.

At Americaneagle.com, it is our mission to help our customers meet and exceed their digital objectives. If you have a website design or development project coming up, we would love to connect with you and showcase our commitment to delighting our customers.

About Author

Alice Skiba
Alice Skiba is the Tradeshow Manager and a Marketing Communications Specialist at Americaneagle.com. She has 10+ years of experience implementing, managing, and executing marketing strategies in the fast-paced technology industry. Outside of work, Alice enjoys all things pop culture, following the latest tech trends, traveling, and spending time with her husband and 2 young daughters.

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