Exceeding Expectations

Recently, I was thumbing through Bark Magazine because I am the ultimate consumer when it comes to products for our dogs - Puck and Miguel. About midway, I came across an ad for for Windsor Vineyards offering custom labels personalized with our dogs' photo. “Hmm, that would be a cool gift.” And as an added benefit, 5% of the order was being donated to the ASPCA. I was able to scratch my inner creative director, support a worthy cause and get wine – all at the same time. “Not bad, eh?”

So with credit card in hand, I dialed the 1-800 number. I was greeted immediately by a live person - always a plus in my book! Kellie took my order, verified the shipping information and instructed me to submit an email to her with a favorite picture of the dogs. A few hours later, I received a mock up of the label to proof. It looked great, I approved the label via email and Kellie acknowledged and processed my order. 4 days later, I had a case of wine customized with personalized labels. Cool!

From start to finish this was a great customer experience – a helpful, live voice answering the phone, a simple (email) follow up process and timely delivery. I have since referred three friends to the Company and am looking for an excuse to place my next order. Windsor truly exceeded my expectations. What did they do right?

1. They allowed me to create a personalized product via email. No uploading, passwords or other hoops to jump through.
2. There was a live, friendly person on the other end of the phone.
3. They connected to a cause near and dear to any dog owner’s heart – the ASPCA.
4. They were timely in their deliverables.

If your customers were writing this blog, what would they say about their experience with your company?