bwagy, the blog of Ben Young

You really have to hand it to them for looking after their customers.

Many years back my Dad told me the first time he ordered from Amazon (pre-2000 days) that they sent him the wrong book.  He let them know and they said hey can you donate it to your local library and we’ll send you the right copy.  Neat huh? He has told that story over and over for well probably about a decade now.  (Good Experiences compound!)

Also as I have found out – they provide a huge amount of detail in their tracking of orders.  See below:

This is amazing! I have been able to track my package from the moment it left to the moment it has arrived in New Zealand.  I have never seen that level of detail in tracking.

They realise that if I want to track it may as well expose as much data as possible.  No reason to hide behind (we don’t know where it is) but that’s where it is – if it’s not where it’s meant to be we will have to take responsibility.

Now who says customer obsession isn’t a winning model?

Easy – remember the adage that 64 people hear about a bad experience.

If you can go to the exact opposite emotive state but through a positive experience.  You are going to cut through the clutter to the same amount of people.

An example would be the Burger King Flame, $3.99 for a Whopper smelling perfume.  Sold out instantly.  Remarkable enough to cut the clutter.

So remember this, you are looking to leverage word of mouth to get this spread.  Each and every person has the potential to spread it indirectly to 64 people.  Now that’s why word of mouth can spread like fire.