Filed under: Above & Beyond, Customer Experience, Customer Service, Jeffrey Bezos, Seth Godin, World-Class
To be the most Customer-centric company in the world - I love Amazon.com both as a consultant and Customer of
Dear Nicole, We thought you’d like to know that eligible songs from “New Wave” by Against Me, a CD you purchased in 2007, are being added to your Cloud Player library. This means that high-quality MP3 versions of these songs are available for you to play or download from Cloud Player for FREE. You can find your songs in the “Purchased” playlist. In addition, we’re excited to announce AutoRip. Now when you buy any CD with the logo, the MP3 version of that album will instantly be delivered to your Amazon Cloud Player library for FREE
Experience Epiphany - Who does this? Most businesses would see this as an opportunity to upsell you, but instead, Amazon is providing their Customers with the free downloads of the songs from a CD purchased six years ago!
The Answer’s Yes…Now what’s the question - This is one of my favorite Customer service mantras. “NO,” is the #1 word heard by Customers today from businesses. Recently Seth Godin wrote a great blog post titled “On behalf of Yes” (see below);
Yes, it’s okay to ship your work.
Yes, you’re capable of making a difference.
Yes, it’s important.
Yes, you can ignore that critic.
Yes, your bravery is worth it.
Yes, we believe in you.
Yes, you can do even better.
Yes - Yes is an opportunity, and yes is an obligation. The closer we get to people who are confronting the resistance on their way to making a ruckus, the more they let us in, and the greater our obligation is to focus on the “yes.” There will always be a surplus of people eager to criticize, nitpick or recommend caution. Your job, at least right now, is to reinforce the power of the yes.
John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading customer experience consulting firm in the nation. He blogs on customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.