DigiEx

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Posts Tagged ‘customer service’

Amazon fail: when global email marketing goes bad!

Posted by Lee on September 2, 2009

I used to love Amazon, no really -I just loved them. The ultimate bookshop, the ‘Bookshop at the end of the Rainbow’, Amazon was my online booklover haven.

I’m also a bit of a gadget freak / geek and would love to own a Kindle, the amazing super sleek ebook reader. Amazon is at one level, very clever as a couple of months ago their system sent me an email all about the Kindle. It had links to more details about what is in many ways, the i-pod for books. There were also links to video clips showing the Kindle and their happy owners getting acquainted.

It worked, I wanted one, and I wanted it then. I was excited because I knew that until I received that email, it was only available in the USA. With trembling fingers, I pressed the ‘buy now’ button and………….. damn it, it was still only available to people in the USA!!!

Slightly annoyed, but still interested enough to try and find out when they might be considering rolling out the Kindle to an international audience, I emailed them to find out more.

I got a very prompt reply – but not an intelligent, ‘in context to my specific enquiry’ – no, it was a stupid auto-response that thanked me for my enquiry and then pointed me to a bunch of FAQ links (by the way, they didn’t answer my two key questions).

Maybe I’m not that bright, but since then, whenever I had a few idle moments to spare, I’d go back to the Amazon site and try to find a “Contact us, we’re real people who are really interested in you, our customer’s specific request” button or link. I’ve yet to succeed in this quest.

So why am I writing this post about something that happened a couple of months ago?

Could it be because today I received another email from Amazon? It was sent to me because:

kindle 1 extract

Yes, they got me again – and when I looked online – no, the Kindle still isn’t available to us down in New Zealand!
Ever the optimist, I emailed them because surely this time, as their email was so specific, there’d be somebody waiting to answer all these excited queries? I even tried to use a little bit of sarcastic humour to generate some friendly banter between myself and a friendly customer service rep:

kindle 2 extract

Well, I got my reply, but was it from a friendly customer service rep?
No way, never, nada – but I did receive another email from the friendly but contextually inept Amazon auto-bot that went something like this:

kindle 4 extract

OK, so now I admit defeat, and from now on, every time I’m tempted to order more ‘real’ books from Amazon, I’ll stop and think of all those friendly, helpful store assistants in my local book shops – real people who, if they don’t have a book in stock will order it for me…… probably from Amazon!

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Posted in Advertising, Brand Experience, Internet, Marketing, Sales promotion, Technology | Tagged: , , , , , , | 2 Comments »

Customer Service – Go Doosh!

Posted by Lee on June 5, 2009

It’s getting colder now, so the other morning, while waiting at the airport for yet another delayed flight I went online to look for a warm, mid-weight jacket / coat.

About 3 years ago I’d brought a couple of long sleeve Tees from a cool NZ clothing brand called Doosh (Yes I know, their name is a bit suspect, but their clothes are cool), and I remembered that their jackets were pretty good as well. So I checked out their website and saw a jacket I liked the look of, ViewImage.aspxthe Arctic Coat (no, this not me modeling it!).

Although Doosh has an e-commerce store, and  I am happy to risk buying tee shirts etc online, I’m not going to buy a coat that way as I want to be able to try it on and check out the quality.

Unfortunately, their site didn’t say which retailers stocked their lines and so I clicked through to  ‘Contact Us’  and at 8.43 am, sent an email to Jacob Dodds (Doosh’s Account Manager), to ask whether was anywhere in Wellington that  I could check out the Arctic Coat.

At 9.08 am, just 25 minutes later, I got a friendly email reply from Dana Foster, their Warehouse Manager, giving me the details of Doosh’s Wellington stockist – Marvel Menswear – excellent! I went round  to Marvel Menswear later that day, tried on the Arctic coat, and brought it on the spot.

It may be a sad reflection of our times, but nowadays an incredibly prompt and friendly reply to a web site inquiry stands out as amazing customer service to me.  Simply by responding to me as they did, I was already predisposed to buying their product, and the only thing that could have ruined it was if there had been a product quality issue (there wasn’t), or poor service in-store (the service in the store was excellent).

Nice one Doosh, and not forgetting Marvel Menswear!

Posted in Brand Experience, Cogitating, Consumer Trends, Internet, Marketing | Tagged: , , , , , | Leave a Comment »