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All I wanna do is to thank you June 16, 2009

Posted by David Gillespie in branding, business strategy, conversation, marketing.
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Readers who recall my 5 step marketing mantra will remember point 5 stated the most remarkable thing you can have is exceptional customer service. We’re sadly still in a place where a number of organisations don’t get this, due in large part to the customer service departments being seen as a necessary evil, a cost of doing business. As a result, the people staffing these roles are not empowered to simply solve problems and instead are hamstrung by rules designed to elicit the bare minimum of support; enough to keep the customers at the table but not nearly enough to actually make them happy to be there.

The contrast between the great and the not so great was rammed home for me recently thanks to a lousy experience with one of the world’s largest magazine publishers and one of the world’s smallest cafes. Those who know me know my love for coffee is wholly unbridled, bordering on obsessive. They will also know the outright contempt I hold for the Starbucks of the world, suffice to say North America is not David-friendly when it comes to my dark master.

Reach out and touch somebody

Reach out and touch somebody

Thankfully here in Toronto I have found Balzac’s, an independent coffee house which roasts its own beans and makes, quite simply, the best coffee I’ve had here so far. Having fallen in love with the store-bought goods I began ordering online, and when the first batch showed up, I was greeted with a hand-written card, offering up a 15% off code for my next order and a note about their Facebook application.

Let’s review that people:

  • I already love the product
  • They’re making it cheaper for me to get
  • AND they’re offering me another way to interact with their brand.

Contrast this with Conde Nast, who told me, when my issue of Wired failed to appear (while my co-workers waltzed around with their’s) that I needed to wait 2 weeks before they could fulfill a missing order. Having waited patiently, I contacted them at the appropriate time to be told:

We are sorry to inform you that the issue you requested is no longer available.

To be fair, they then told me my subscription would be extended by an issue, but this is not the point. I understand magazines are having a hard time of it lately.

Can I suggest though the ways to innovate in your business model are not to deprive people of the thing they desire in the interests of saving a couple dollars.

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Comments»

1. Daniel - June 22, 2009

I said “f%&*ing oath” out loud when I got the end of the opening paragraph!

Too much focus on the path of least resistance and not enough on creating raving fans.

Your experience is exactly what I am getting at in my latest post.

2. Gavin Heaton - June 24, 2009

Isn’t it strange that the highest touch point is given the least focus? We can spend millions on advertising and creative services and yet drop a minimum wage on the staff who meet, greet and serve customers in the store or over the counter.

3. David Gillespie - June 25, 2009

Absolutely – people will spout desires to run brilliant campaigns and then in the next breath say customer retention is their #1 priority. Please explain?


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