Just when I was starting to give up on Customer Service departments everywhere (post a very negative experience with Ryanair… again), a glimmer, nei a bright ray of hope shone through…
And before I get too poetic for my own good, here's what happened;
A month and a half ago I sent a heart pendant necklace to my 11 year old niece for her birthday. I used Amazon, as my niece lives in Bulgaria, and Amazon seems to be the most reliable and the one with most product variety. Well, after a lot of waiting, and multiple trips to the post office, we finally decided that the gift has got lost in the system. And last night I decided to contact Amazon.co.uk to see what they can do. Saying that, I wasn't hoping for much to be honest – I just had to check with them before deciding to get my niece something else…
I was astonished – within 30 minutes, I had a personalised reply (not a machine generated cookie-cutter response that some other big companies like to send) telling me that they are sorry for the inconvenience and would I like to re-send the present. That was followed by a set of really simple options and instructions…
As a marketer I know that Amazon is one of the most avid examples of a great business. I often study their marketing tactics to gleam into the genius of simplicity. They always streamline and optimise their processes and how they display data to help their users.
It's just so pleasing to see that they have the customers really at the upfront of their goals. It goes to show really, that when you take care of your customers, they take care of you…
Thanks Amazon for giving me hope that somewhere in that commercial internet thing we so love, there is a company that cares… aaahhhh…
{ 2 comments… read them below or add one }
Holy! Anita you're blogging again. What a surprise!
Well, I had your domain name in my mind after reading the case studies that you did years ago and I was just wondering what you were up to. So, I type in your domain and I see you're blogging again! That's really nice.
And oh yes, good customer service does exist.
Hahaha – yes I am blogging but nowhere near as often as I want or should be…
BTW – thanks for thinking of me ;o)
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