The Thank You Note is Alive and Well

A great product and a worthy cause give e-commerce retailers the competitive edge, but amazing customer service will make them unstoppable.

Customer service pros know what’s up.
Among the keynotes at this year’s Internet Retailers Conference and Exhibition (IRCE), one theme was apparent: Customers want to be seen and valued.
Warby Parker has an 86 Net Promoter Score (the standard in the optical industry is 27), Chewy.com is rated #1 in Customer First culture, and
Dream Beard has built a legion of loyal customers in a short amount of time..
So, how do they do it? High. Touch. Customer. Service.
  • Dream Beard Founding Owner Ryan Lane wrote over a million hand-written notes to customers.
  • Chewy.com is all about the “wow” experience – including hand-written notes in their delivery boxes and rapid-fire, 24/7 customer support chats and tweets.

Even while we were tweeting about Chewy’s IRCE presentation on the wow experience, we got wow’ed by Chewy:

chewy customer service pets

Bottom line

Retail customers want to feel valued in a human, touching way. When executed properly, excellent customer service can be a small business’s secret weapon.