It seems all too often that the world of technology has numbed us to a point where weak customer service is expected, bad is tolerated, and horrible gets an angry tweet. Too many parts of the process have been automated. Too many steps have been added to keep you from getting where you need to go for the help you need. Too many people who don’t have a vested interest in making happy customers end up on the other end of the line with the understandably annoyed ones. It’s all too much, but customer service can and does live on even in the most technologically based companies.
I present to you UBER – “Everyone’s Personal Driver.” Since its inception Uber has made customer service a priority and they deliver in a big way. Two personal anecdotes:
- Mid winter I left one glove in my ride – After one email the Boston Community Manager was on the case. My glove was delivered back to me personally by the drive who took me home that night.
- Recently Uber noticed I had some difficulty using the service. They proactively got in touch with me, apologized and offered a credit for the trouble. Unbelievable.
I know many other people have had just the same experiences, and anyone who has ridden with them knows this personality flows down to each and every driver. Top to bottom this company takes care of it’s users.
Now these are nice heartwarming stories, but what does it amount to? Where is the bottom line? We’re in an age of amplification – good or bad. Uber has me willing to sit down ad write this piece praising their work. They have my friends and my loyalty to their service, and most of all they have us all recommending them to anyone who will listen. This is something a commercial or billboard could never do. Even more than this they are building a fortress that cannot be knocked off by another app/company in 6 months. Talk about a barrier to entry.
Cheers and much success to you Uber!
OK – so this might become a thing. Here is my second comic caricaturing what I see in my head when brands repost something from a fan without credit or even a reply to the fan.
If I were to caricature what I see when Brands ignore customers on social media this is what it would look like. Enjoy
It always makes me happy to see a business hit every detail just right. I’m not talking inventing something shiny, making McDuck Money, or crushing the competition. I’m simply talking about conceiving a vision, believing in the vision, executing the vision, and most importantly, doing it so well that the casual visitor can interpret your vision at each touch point.
This is what I see in a fledgling company called Oliovera. Oliovera is a small company out of California started by two sisters (Milena and Desi) setting out to share with the world a joy of their childhood, proper food.
Extra Virgin Olive Oil is hardly a new business but Milena and Desi step in at a time where it is seriously trending in the US and has a lot of growth potential for years to come. Shops are springing up in cities everywhere with the sole purposes of selling quality EVOO and hosting wine style tasting of their wares. That’s just good decision one, and something any analytic person could easily conclude.
What I really love about Oliovera is the passion and attention to detail, which gets back to my original point of consistently living your vision. The sisters grew up with healthy, local, quality foods to the point where the word “organic” wasn’t a marketing term; it was just the way things were. Now they battle to return to that simplicity in their product and business model. Their passion pushes through in each aspect including a hand written note included with my order, and the reminder that they were giving back to the community with each purchase. Even the elegantly designed bottles echo the simplicity of small town, natural living.
Now, no good write up could be done without trying some product so I ‘sacrificed’ and grabbed myself an 18 Year Balsamic and Roasted Garlic Olive Oil. As I write this I can still smell the delicious scent of garlic in the air and taste the sweet finish of the balsamic. I was more than surprised with just how much you can tell the difference from whatever you might pick up at the grocery store, and I just might be spoiled for life.
From their passion to your palette, Oliovera delivers a consistent message of quality, simplicity and wholesomeness that has become so rare in 2K11. Its a truly genuine brand and product line that should see great success.
Check out their Twitter and their Facebook to catch up with a great new company.
For all of the great innovations we have seen in advertising in recent years the web lacks one important aspect.. common sense. To be fair, Humans don’t always rock at that one either, but I have to imagine they would spot what is wrong with this pciture.
Internet sensation Joey made a viral smash lately by quitting his job at the Residence Marriott in Rhode Island by hand delivering a resignation, backed up by a marching band. He made several news and radio stations and brought quite a few laughs to me included.
But the greatest laugh of all is when I watched the report on CNN.Com which was sponsored by none other than…. RESIDENCE MARRIOTT! That’s a marketing WTF if I ever say one.
I understand how these ads are distributed and you often get funny results, but perhaps brand managers should reconsider this approach when they find themselves sponsoring the man who made a mockery of them. I don’t even need a clever analogy to show how ridiculous this is.