I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from […]
I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.
BarkBox caters to dog owners and lovers and is a subscription business that sends a box of dog toys and treats to dogs – actually to the dog owners – every month. Recently, some severe tornados caused death and destruction throughout certain parts of the United States. This prompted BarkBox to reach out to its customers in the areas that were hit hardest. This is a letter emailed to one of the customers:
This is Rachel, and my pup Harper, with the Happy Team here at BARK. We’ve been following the news reports on the severe tornadoes that impacted your area and wanted to reach out.
While our mission is to serve dogs and make them happy, you and your family and friends’ wellbeing is equally as important to us. All of us here at BARK are thinking of you and your loved ones and hope that you are safe.
If you need anything at all or know of any pups affected by these tornadoes who might need assistance, we are here to help. We have Bark Eats meals set aside to ship out to pups in need of food. Feel free to reply to this email to get in touch with our Happy Team, who can help get this set up.
We are keeping our eyes on the news and keeping you, your pups, and your community in our thoughts. Please let us know if there is anything else we can do for you!
Rachel & Harper
BarkBox gave us a perfect example of showing how to use timely proactive communication and personalization to create a better customer experience.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright © MMXXII, Shep Hyken)
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