Awhile ago, I taught a course at Plymouth State University in a business-type field called "Industrial/Organizational Psychology." It was an interesting change for me, since most of my courses at Granite State College are in the area of Introduction to Psychology, Human Development, Social Psychology and Abnormal Psychology.
One of the things that is examined in Industrial/Organizational Psychology is how to improve customer relations. You can probably think of a few: things like offering the best product you know how to produce, having someone listen to customers' complaints (and not just an answering machine)...well, you get the idea.
Recently when I ordered a CD from a small online company, I got the following email response. (I guarantee you that they didn't pay me to write about them...and they don't even know I'm writing this!) I thought it was not only fun and clever, but also a great example of trying to encourage a positive relationship with a customer. Now there's an example of what we examine in social psychology - what it takes to create a positive relationship between people! And while many people decry the loss of social relationships as a result of only connecting with people through computers, I think this is a great example of how even an anonymous company can make you feel that they're human and that they recognize you are too. (And that they're pretty fun.)
So here's the email response I got. Prepare to chuckle:
"Your CD has 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 CD and polished it to make sure it was 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 CD 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, January 23, 2011.
We hope you had a wonderful time shopping at CD Baby. In commemoration, we have placed your picture on our wall as "Customer of the Year." We're all exhausted but can't wait for you to come back to CDBABY.COM!!"
One of the things that is examined in Industrial/Organizational Psychology is how to improve customer relations. You can probably think of a few: things like offering the best product you know how to produce, having someone listen to customers' complaints (and not just an answering machine)...well, you get the idea.
Recently when I ordered a CD from a small online company, I got the following email response. (I guarantee you that they didn't pay me to write about them...and they don't even know I'm writing this!) I thought it was not only fun and clever, but also a great example of trying to encourage a positive relationship with a customer. Now there's an example of what we examine in social psychology - what it takes to create a positive relationship between people! And while many people decry the loss of social relationships as a result of only connecting with people through computers, I think this is a great example of how even an anonymous company can make you feel that they're human and that they recognize you are too. (And that they're pretty fun.)
So here's the email response I got. Prepare to chuckle:
"Your CD has 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 CD and polished it to make sure it was 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 CD 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, January 23, 2011.
We hope you had a wonderful time shopping at CD Baby. In commemoration, we have placed your picture on our wall as "Customer of the Year." We're all exhausted but can't wait for you to come back to CDBABY.COM!!"
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