Amazon have just emailed me to tell me that a book has arrived earlier than anticipated,
Warmest regards from Amazon
What struck me about this was:
1. They were letting me know that their previous estimate of arrival time of the book had been brought forward and that they had not taken payment until they knew they could despatch the book. Not that the products I ordered hadn’t arrived or that it had been delayed. How often do you get such positive customer update service in the bricks and mortar world? Or provide it?
2. I do not for one minute imagine a real person has typed this email individually to me. So Amazon are on top of all their automated processes. Not just the obvious … “customers also bought “which we know is their effective way to an upsell.
3. The words “Warmest Regards” were what made the biggest impact. Basically the computer was programmed with warm personal words. How many companies send warm regards when a real human being types an email to real customer?
Small businesses are not the only ones who can provide warm and personal customer service ..