CHAT WITH CONSUMERS
Anyone who knows Quetzalli knows that we're all about Customer Experience . For those unfamiliar, this is a field that utilizes all customer feedback (both positive and negative) to improve products, services, and customer support. This is a core area of our company , and therefore, we strive to maintain a close and positive relationship with our customers. Our main goal is to provide a complete and impeccable experience through continuous improvement. To achieve this, we focus not only on offering a quality product but also on carefully considering every detail that is part of the customer journey .
To continually improve our customer relationships, listening is key! That's why we love hearing from people and learning the details and curiosities that are part of each customer's experience. If you're a QuetLover (a true Quetzalli lover ) , you've probably already spoken to me (Carol), Jéss, or Zé Quetzal (our beloved mascot who answers questions via the website chat), and you know we're always ready to answer any questions.
With Customer Day approaching, we at Quetzalli decided to share here on our blog a really cool chat we had with one of our most loyal customers: Matthaus Zerede. He and his wife, Sabrina, are avowed fans of our beloved beverage.
Jéss, our collaborator, was responsible for leading the chat with him, who shared a little about his experience as a Quetzalli customer.
Let's check it out?
Jéss: First, I would like to know how you met Quetzalli.
Matthaus: My wife went to an event called Feira Casar in 2019. I was working and she said that when I got back from my trip I needed to try something she had tried.
Jéss: Oh, that's great, and how was your first purchase? Was it online?
Matthaus: I met Carol. So I always ask her. Last time, for example, I messaged her. Then she sent me a payment link via WhatsApp , and I stopped by your office and got it from Ken.
Jéss: So you already know the people. Did it take a long time to build that intimacy from the first purchase to this closer contact?
Matthaus: No. It happened quite quickly. It was a natural thing. The people leading the company share the same spirit as the product. I think that's one of the coolest things.
Jéss: Look, I have to agree. The energy here at Quetzalli really flows from the employees to the product, and consequently, it brings us customers who share the same energy. Now, speaking of the product. What did you think the first time you tried it? Was your wife right in saying you'd like it?
Matthaus: She's always right...lol... I really liked it the first time, but I had just gotten back from a trip and was tired. The second time I tried it, I really loved it!
Jéss: Have you created other drinks with Quetzalli? What's your favorite way to enjoy it?
Matthaus: A friend of mine owns an event bar in São Paulo. I even put Ken in touch with him to see if we could collaborate. He made a few arrangements, but ultimately, I think the way it is is perfect. The way to drink it, freeze it, and serve it in a shot glass.
Jéss: How delicious! I love it that way too, but I think my favorite is Quetzalli with tonic .
Matthaus: We made this one once after I saw your post. It turned out really good; we're big gin fans here at home. Now that you remembered, I'm going to make one of these for my mom to see if she likes it.
Jéss: That was the next question, if you have ever presented or given Quetzalli as a gift to friends or family and how was it?
Matthaus: All the time...lol. I had a party in September and had it as a welcome drink. When I travel somewhere where I have friends, I take it. My family loved it. There's a video here that I think you'll like, the first time I took it to a barbecue at a friend's house.
Jéss: How cool!!!!
Jéss: Do you have any criticism, praise or anything you would like to say to us?
Matthaus: Nothing but praise. The team, which always provides excellent service, and especially the product. I think it's the perfect balance. A young, cheerful, and refreshing drink.
Jéss: Thank you Matthaus, I was very happy!
_______
Did you like it? We hope so =)
These types of conversations are our fuel to continually improve our customers' experience with Quetzalli. Why not share a little bit about your experience with us? It could be about a purchase, a question, or any other interaction with our team! It could also be a criticism or a suggestion for improvement. Just send us a message through our website or by email (contato@quetzalli.com.br) and we'd love to chat with you to further improve our service and your experience!
I'd like to give you a spoiler and tell you that next month we'll continue our Customer Experience focus with a super interesting article on NPS. Do you know what it is? Do you have a guess as to Quetzalli's NPS score? Stay tuned for future posts!
See you soon ;)
