A quick post to highlight a fantastic customer experience I had last week.
I tweeted Ann Handley from Marketing Profs to ask if her new book Everybody Writes will be available in Australia at the same time as the US. Sure, I could just buy on Kindle, or order from Amazon, but I sometimes prefer a hard copy and like to support local where I can.
I really enjoyed Content Rules, Ann’s last book, so am naturally keen to read this one.
I could explain the rest of the exchange, but I’ll let Twitter do that:
This to me is a perfect customer experience – a referral from a trusted source, the surprise and delight of a price offer, quick resolution of a small issue and ultimately a sale.
All handled via Twitter. I pay about what I would pay from Amazon, and a local business has a new customer.
Couldn’t have been more straightforward.
What are the lessons here?
- Always be listening for opportunities
- Where possible, do something unexpected that the customer will love
- Always be willing to follow up
UPDATE – Ann’s book is now released, here’s a post from her blog with some links to great excerpts and interviews she has done in support of the release.
PHOTO – Mark JP via Flickr