Authored by Raquel Guarino
As Thanksgiving rolls around, we think it's a great time to talk about how companies show gratitude to their customers and vice versa. When it comes to customer service, experts say showing gratitude is a customer experience differentiator. Here are a few of our favorite examples of companies getting gratitude right.
Frontend Engineer Jillian Flook has some gripes with Pottery Barn's online order and inventory system. But she says what the company lacks in organization, they make up for with thoughtful customer service:
"I was trying to order two rugs and ended up talking to the distribution center managers who searched through the inventory themselves to find them. When the rugs arrived, the two women who helped me sent a handwritten letter on PB stationary. It was a nice and totally unexpected touch."
Taco Bell has been known to give out cards with coupons in order to apologize for mistakes or inconveniencing their customer. Content Strategist Raquel experienced this recently when a visit to the drive-thru took a bit longer than expected. Apparently this kind of thing is standard for Taco Bells across the country. Our midnight cravings are grateful for Taco Bell's generosity and thoughtfulness!
Amica stands out for sending physical cards, along with animated e-cards, to its customers during the holidays. They feature an artist and include a kind message in the body. You can check out their latest Thanksgiving message or forward the message to a friend here.
Content Strategist Raquel Guarino's mother recently got a handwritten card from online pet supply retailer Chewy.com. And it turns out, her mom isn't alone. According to social media, Chewy.com regularly sends out handwritten postcards to its customers. We think it's a paw-fect idea for other companies to emulate!
Senior DevOps Engineer Pat Webster was really excited to relay a recent interaction he had with the CEO of a company called Pagertree:
While I was looking for where to send a support request, I got a welcome email from the CEO, Austin Miller, as part of the free trial. I figured it might be worth a shot just to email him back directly (usually it doesn’t go to the owner, but in this instance it did!).
After verifying the glitch I was explaining to him, he emailed us back to inform us that a fix was in the works and would be live immediately (and it was!). As a way to say thanks for helping improve his product, he offered us an extended free trial of their flagship product. If you’re a computer nerd into free stuff like me, it just made us want to play with the product even more!
Out of the blue towards the end of August, Austin said he was going to send us a holiday gift pack. I know it’s super cheesy, but it always feels like a million bucks when someone you don’t even really know has a high enough regard that they go out of their way to make sure you feel special.
I was honestly expecting a normal box of folded shirts which was already super cool, but they even went out of the way to make sure they were fancied up with ribbon and a bottle opener for everyone on staff, as well as a handwritten thank you note/holiday card addressed to the whole company.
That’s hands down one of the coolest customer relationships I’ve ever had with a vendor.
While discounts, swag, and handwritten letters are always appreciated by customers, it's important to note that showing gratitude doesn't need to cost anything at all. A simple thank you and a few kind words of acknowledgement are just as essential for building a solid reputation based on positive customer experiences.