I saw this great customer service/engagement experience from a good friend via FaceBook this past Spring. I filed it away to share with the HUG it is a fun one and even involves shopping and the
Coach brand so here goes.
My friend posted the following post on her FaceBook wall and within 14 hours she had 7 unique comments on it and four likes. It was probably also read by serveral others as well.
Original FaceBook Post:
"Got a hand written thank you note from the sales woman at Coach who sold me my bag. It came with a $50 off coupon for my next purchase. I can't let that go to waste can I?"
Selected FaceBook Comments:
- Don't waste it ! Buy a key chain to match!!
- That is excellent customer service! Surprising now a days
- Here we go, coach lovers we are
The results, great brand exposure for Coach as both a purveyor of handbags but also as a provider of fantastic customer service by a trusted source on a social media platform. Coach probably also made an additional sale from my friend above the $50 gift card as well!
This really didn't take much additional effort from the sales person at the Coach store. They collected contact information and then took the time to write and mail a hand written note and include a gift card. So please consider doing something similar on your Connected Community sites and with your own members. Perhaps just include a note and $5 Starbucks gift card for a treat/drink, or a discount to a publication that you offer or just the note would work as well. Think about recognizing a new contributor, someone who blogs for the first time or provided a great resource in the Resource Library. In this age of social media and electronic communication, a written note is a novelty and will probably get the full attention of the person receiving the communication.
Big take away paying attention to the details and providing excellent customer service doesn't have to take long. It is well worth your time as a community manager.
