The Future of the Customer (Next Month)

It all happened in a matter of minutes late one Sunday evening at my desk.  I was on-line ordering promotional visors for our new book from Stitch America in Bremen, GA.  I had selected the visor color, style, and words to be stitched in a particular font and thread color.  After loading in my credit card information, I sent off the order into cyberspace.

I was about to turn out the light to go to bed when I received a text message on my smart phone, “Mr. Bell, are you still up?  May I call you about the order you just placed?”  I responded, “Yes.”  Within less than a minute, the phone rang.  “This is Tonya.  Thanks so much for your order.  I want to give you super-fast turnaround, but I want to make sure you get exactly what you wanted.”  I was thrilled someone cared on a Sunday night about an on-line order.  “The font size you have chosen will be too hard to read.  May I suggest doubling it?  I can send you a PDF photo showing the front of the visor in actual size.”  I agreed, hung up the phone, and went to bed.

When I turned on my computer early the next morning there was the photo from Tonya.  With it came a short email note, “As soon as you give me the word that this is the best-looking visor you have ever seen, I will get it into production.”  Two days later I got an email and text message from the production department that the visors were finished and being packaged for shipment.  Later that day, I got an email with a photocopy of the tracking order.  Two days later a follow-up email came indicating that their system showed the order had been delivered.  And, then, Tonya called again.  “Are you totally thrilled with your order?”  I totally was!  But, the Switch America service made me want to give up shopping centers forever.

We are in the era of self-service and automation.  It enabled me to place an order when I wanted to and the way I wanted to.  But, Stitch America left all the people-serving-people in their cyber-technology.  They made me feel valued and important.  And, they made my order seem like the most important work they had done all year.  It was new old-timey service at its finest.

 

 

 

 

 

 

 

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
This entry was posted in Customer Experience, Customer Loyalty, Great Service is ..., Service Stories, Wired and Dangerous and tagged , , . Bookmark the permalink.

Leave a Reply

Your email address will not be published. Required fields are marked *


*

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>

Current month ye@r day *