benry blog » Brand Experience http://www.benry.net/blog Musings on User Experience, Design, Web Analytics and other interests Mon, 03 May 2010 16:00:59 +0000 en hourly 1 http://wordpress.org/?v=3.0 Assessing customer likes and dislikes http://www.benry.net/blog/2007/01/09/customer-likes-and-dislikes/ http://www.benry.net/blog/2007/01/09/customer-likes-and-dislikes/#comments Mon, 08 Jan 2007 21:21:09 +0000 Scott http://www.benry.net/blog/2007/01/09/customer-likes-and-dislikes/ Assessing customer likes and dislikes is a post from: benry blog

]]> Three great questions to ask every customer (from Artie Issac):

“What, if we stopped doing it, would make you love us more?”

This seems odd, but it’s much easier to stop doing something than to start doing something new.

“What, if we stopped doing it, would make you leave us forever?” 

Again, what should we never stop doing, rather than what more should we do for you?

“What would you tell your best friend about us?”

This teaches you something about how you are positioned in the world. Often, we’re too close to our own products and services, and so might  not see our strengths and weaknesses from the vantage point that really matters — the perspective of our customers.

I’m thinking this would make a great e-mail to members.

Assessing customer likes and dislikes is a post from: benry blog

]]> http://www.benry.net/blog/2007/01/09/customer-likes-and-dislikes/feed/ 1 The best ‘your order has shipped’ e-mail ever http://www.benry.net/blog/2006/12/13/the-best-your-order-has-shipped-e-mail-ever/ http://www.benry.net/blog/2006/12/13/the-best-your-order-has-shipped-e-mail-ever/#comments Tue, 12 Dec 2006 23:18:57 +0000 Scott http://www.benry.net/blog/2006/12/13/the-best-your-order-has-shipped-e-mail-ever/ The best ‘your order has shipped’ e-mail ever is a post from: benry blog

]]> From a recent order on CDBaby.com

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.

Our packing specialist from Japan lit a candle and a hush fell over the crowd as he put your CDs into the finest gold-lined box that money can buy.

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, Friday, December 1st.

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!!

Thank you once again,

Derek Sivers, president, CD Baby
the little CD store with the best new independent music

The best ‘your order has shipped’ e-mail ever is a post from: benry blog

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