Comments on: Give up any point of the customer’s experience and you give up your brand http://www.brandsimple.com/blog/2007/11/02/give-up-any-point-of-the-customers-experience-and-you-give-up-your-brand/ Keeping your brand simple to succeed. Thu, 20 Nov 2008 22:00:03 +0000 http://wordpress.org/?v=2.6.3 By: JDS1 http://www.brandsimple.com/blog/2007/11/02/give-up-any-point-of-the-customers-experience-and-you-give-up-your-brand/#comment-35 JDS1 Tue, 04 Mar 2008 15:28:35 +0000 http://www.brandsimple.com/blog/2007/11/02/give-up-any-point-of-the-customers-experience-and-you-give-up-your-brand/#comment-35 Great point. I had a similar experience with a major online book seller this morning, who told me they'd cancelled an order I made in December, due to me not "approving" their delay - something that doesn't make a whole lot of sense to me. I understand delays in shipments can happen, but cancelling an order entirely without my approval? The only thing they should have said was, we're sorry for the major delay in shipping, your book is on its way and your next order is free (or something) due to this inconvenience. Of course, when I tried replying to their message, my email was bounced back becasue that was one of their "no reply" e-mail addresses. So then I had to spend another 15 minutes sorting through their Web site figuring out who to contact to help me resolve the issue. I think the experience aassociated with a brand far outweighs any of the other reasons you'd spend your time and money with that particular brand. Companies should take note. Great point. I had a similar experience with a major online book seller this morning, who told me they’d cancelled an order I made in December, due to me not “approving” their delay - something that doesn’t make a whole lot of sense to me. I understand delays in shipments can happen, but cancelling an order entirely without my approval? The only thing they should have said was, we’re sorry for the major delay in shipping, your book is on its way and your next order is free (or something) due to this inconvenience. Of course, when I tried replying to their message, my email was bounced back becasue that was one of their “no reply” e-mail addresses. So then I had to spend another 15 minutes sorting through their Web site figuring out who to contact to help me resolve the issue.

I think the experience aassociated with a brand far outweighs any of the other reasons you’d spend your time and money with that particular brand. Companies should take note.

]]> By: mariobox http://www.brandsimple.com/blog/2007/11/02/give-up-any-point-of-the-customers-experience-and-you-give-up-your-brand/#comment-32 mariobox Tue, 13 Nov 2007 03:16:15 +0000 http://www.brandsimple.com/blog/2007/11/02/give-up-any-point-of-the-customers-experience-and-you-give-up-your-brand/#comment-32 Some big companies neglect even the most important customer touch points. I recently got tired of receiving email from a well known brand of personal computer I had recently bought. When I clicked on the unsubscribe link it took me to a page where they tried to upsell me on different products, and where they listed a form to fill up with your information to... subscribe! (all the fields were required). At the bottom of the page, after scrolling two or three screens, was an obscure link with the word "unsubscribe". I don't understand...they already have me as a customer and they ruin any good feelings I may have towards them by making me jump through hoops to stop receiving their email. Some big companies neglect even the most important customer touch points. I recently got tired of receiving email from a well known brand of personal computer I had recently bought. When I clicked on the unsubscribe link it took me to a page where they tried to upsell me on different products, and where they listed a form to fill up with your information to… subscribe! (all the fields were required). At the bottom of the page, after scrolling two or three screens, was an obscure link with the word “unsubscribe”. I don’t understand…they already have me as a customer and they ruin any good feelings I may have towards them by making me jump through hoops to stop receiving their email.

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