I’m well aware that this should be named brands of the month but we’re just going to continue ignoring that. Let’s get into some brand awesomeness & not so awesomeness.
Last week I live blogged a few sessions at BlogWell Boston where some of the biggest brands around came to discuss their social media efforts. One of the companies presenting was Green Mountain Coffee and they shared some great information on how they use social media for Keurig (here’s the session coverage).
Keurig’s mission is to delight customers through social media and often this includes surprising people with new Keurig machines. See where this is going?
During the presentation, the speaker started by saying that the first five people to tweet “I love Keurig” would get a free system. So I did and then followed it with this:
Sadly, I wasn’t one of the first five people to tweet.
Fast forward to a few days later when I received a tweet from the @Keurig account. Truthfully, I figured they just wanted to know how my coffee maker broke and offer a solution to fix it. Nope! They gave me a code for a free Keurig and look what arrived today! I know how excited I was when I got my first one and the second is just as great.
I’d been struggling with the decision of whether I should buy a new one or just keep trying to use my broken one. Thanks Keurig for helping me not have to make the decision. Consider me 100% delighted!
Takeaway: Happy customers tell their friends, write blog posts, share it on social media. While it doesn’t have to be a big ticket item, think about how you can make someone’s day.
At SMX East last month, SmartShoot was offering free head shots to anyone who stopped by their booth. The people were so nice and all they did was collect your email and take a couple photos. A week or so later, the head shots arrived. Pretty awesome.
Now, I’m typically a bit leery about giving my email address out to companies who do giveaways because I know what’s next…the sales email. That’s where SmartShoot really nailed it:
The subject is amazing because it catches my attention but even more so, I love that they are giving you an out immediately. There were likely a lot of people who got a head shot but have no current need for the service. SmartShoot recognizes that and isn’t going to bombard you with emails. Thank you for considering my inboxes feelings.
Takeaway: When collecting emails, think about why the person gave you their email. Don’t just assume they want you to put them on your mailing list.
Update: After this post went up and I shared it through Twitter, Papa Johns responded to my tweet. I also heard from the owner of the store and he was super nice and he made a real effort to get a hold of me. Here’s an excerpt from his email:
"I thank you for the feedback, without it I would never succeed. I really can’t make any excuses, because you deserve better. I will hold a meeting with all the team members to discuss the issues you highlighted. I will focus on training the new hire drivers, and I’ll takes steps to make sure no driver leaves without the proper items."
I’ve loved Papa Johns since I was 14. I remember the first time I had that delicious buttery garlic sauce oh so many years ago and how many times a week I had it in college.
When I learned Papa Johns would start delivering in Southie, it was a glorious day. And so, for several years, I’ve suffered through the slowest delivery service on the face of the planet just to get that delicious pizza. It usually takes at least an hour, and often you’ll have to call to see if your order is actually coming, but it gets here eventually and it’s hot and tasty. Until last week.
It took almost an hour and a half to arrive, and when it did, it was cold, sauces were missing, garlic sauce was spilled all over the box, and it had the wrong seasonings. So sad.
I filled out the customer complaint form, received an automated email letting me know they were forwarding it to the store, and someone would contact me soon. That was 12 days ago.
Sadly, this was the last straw for me. The delivery service is bad enough but it shouldn’t take a national company over 2 weeks to respond to a customer complaint. Fittingly, here’s a tweet from that same week:
I didn’t want a free pizza or my money back…I microwaved it and ate it. What I wanted was an acknowledgement and reassurance it wouldn’t happen again.
Takeaway: Customers today want responses and they want them quickly. The better you listen and respond to what people are saying about your brand, the happier they are going to be.
That’s it for now. Have you seen any brands that have gone above and beyond for their customers?