Last December, while shopping for Christmas gifts I had two very nice surprises.
I was looking for some unique gifts for my parents and siblings when I ran across something that fit perfectly.It was a Christmas CD by a talented man (Brad Stirtz) who shares my last name. This fact alone is odd because our family name is not at all common.
It turns out the artist is a cousin several times removed.
So, the first surprise was being able to give the gift of music that was created by one of our relatives.The second great surprise was how the online retailer handled my purchase.
Of course, the price was good, delivery was quick, checkout was easy. I expect all that so it’s not memorable.What’s memorable was how they communicated with me.
After I placed the order, I got an email (signed by the company President) that started like this:
“Your CDs have been gently taken from our CD Baby shelves with
sterilized contamination-free gloves and placed onto a satin pillow.”
“A team of 50 employees inspected your CDs and polished them to make
sure they were in the best possible condition before mailing.”
How nice to do business with a company where they have a sense of humor. And they’ve found a good way to use their sense of humor to deliver a higher level of service to me. Their entertaining email finished with:
“We all had a wonderful celebration afterwards and the whole party
marched down the street to the post office where the entire town of
Portland waved ‘Bon Voyage!’ to your package, on its way to you, in
our private CD Baby jet on this day, Saturday, December 17th.
I hope you had a wonderful time shopping at CD Baby. We sure did.
Your picture is on our wall as “Customer of the Year”. We’re all
exhausted but can’t wait for you to come back to CDBABY.COM!!”
What I really like about this is that it cost them no extra money to do it. All it took was a little creative energy and a willingness to try something different.They took a risk (by being a little silly) but it worked.
In the world of online retail, it’s hard to stand out (in a good way). It’s hard to be memorable in a positive way.But this little company is doing it. And their doing it without the wealth of resources that the major players have.
Oh, they also did one other thing that thrilled me.They let the artist know about my order. So, he was able to respond with a personal note. And since he is a newly found relative, this was even more special.
That’s what I call delivering a memorable experience.Well done CDBaby.com!