Zookbinders Inc., Deerfield, Ill., revamped its customer service approach with initiatives that make doing business easier and more profitable for professional photographers. The company’s renewed commitment to service excellence includes formation of The Zookbinders Customer Advisory Board and introduction of its customer-loyalty program, Zook Rewards.
“We got pre-occupied with workflow innovation and improvement the last few years, and partially lost sight of our commitment to customer service,” admits Mark Zucker, CEO and founder. “Walking around our offices, I heard our colleagues explaining why we couldn’t do certain things, when we should be talking about how we can provide solutions. We’ve worked hard for 16 years to garner a reputation for high quality products and service, but our service had room for an upgrade.”
The Zookbinders Customer Advisory Board meets formally on a quarterly basis and provides constant feedback on how the company can reduce pain points and be a better business partner. The company now offers online Live Chat (8 a.m. to 8 p.m. CT Monday-Friday) and new flat-rate shipping fee of $16 anywhere in the United States via FedEx Ground. For an additional $5, the album company drop-ships the order directly to the customer and sends the paperwork to the photographer.
The new points-for-purchases Customer Loyalty Program launches in the second quarter of 2012 with rewards such as free shipping, free samples, free product upgrades and free design services.