I shall title this entry, “in a good way”
Today I’m going to praise a (now) really cool brand, because of a really cool experience I had with them. I’ll try not to write a long post because long blog posts blow and I would have been gone even by now, but this is good folks!
A couple weeks ago I purchased a bathing suit from Lands’ End Canvas for our honeymoon. I have never bought anything from them. Nearly everything in our home is purchased either online, from craigslist, the market or a record and thrift store (oh and the grocery store).
However, buying a bathing suit in the bleak mid-winter proved to be tricky-tricky, simply because there’s no way to try the thing on. And come on, trying on a bathing suit is an essential step leading to purchase- despite the irritating idea of having to remove 4 layers of clothing, socks and boots to then slip into a skimpy bathing suit all while in a room with awful fluorescents and a potentially worse mirror situation. Well, silly me. There’s no swim ‘apparel’ in those places called “stores” right now anyway. So back to my shopping miracle…
The Lands’ End navigation and sizing chart provided was simple and helpful (and accurate) so I bit my inner cheek (bad habit) whilst hitting the CHECKOUT button, chose standard shipping and leaned back in my chair. Done. No WAIT! Will standard shipping be enough time before we leave? I frantically looked for an email address or some ridiculous looking chat box I could maybe jump onto to explain I need to expedite the shipping…and would you believe there was a phone number right there? Practically punched me right in the face it was so easy to find. Do you use your phone for calls anymore? I don’t. I mean, except to talk to mom of course (HI MOM). I pounded the numbers in fast before some Webmaster realized the error. Maybe it was a joke? I hit SPEAKER anticipating a long wait filled with obnoxious elevator music, but low and behold someone picked up on the FIRST ring. THE FIRST RING. He pleasantly asked for my order # and within 60 seconds my order had been updated and I was totally good to go.
I received the bathing suit, and despite my fretting about it fitting, it did – perfectly. And away we went…but the story doesn’t end there.
Not only did I have great customer experience on the website, with customer support, with receiving an item that fit me perfectly and on time, BUT I also received this via SNAIL mail when we returned from our trip:
A handwritten letter from Sue in customer support to say thanks
I would like to hope their CS reps are treated well and that writing personal thank you notes isn’t Sue’s primary responsibility but…
Bravo team Lands’ End Canvas. So, to review, here’s a replay of the stellar brand experience that rocked my world:
– Great UI, web navigation and e-commerce functionality
– Contact information on every page, a phone number no less
– Quick, responsive customer support
– Pleasant, HUMAN customer support
– Clear shipping guidelines and delivery on the actual day they say
– Accurate sizing chart
– An incredible handwritten thank you card inviting me to call with any issues whatsoever!
This should make the bullet point list, but I haven’t put it in there yet because not quite enough time hasn’t gone by: No annoying promotional emails.*
They are on Twitter (and active) and Facebook working to revitalize the Land’s End brand by adopting an extremely responsive customer experience model. Thank you so much Lands’ End…and if you’re looking for some fresh digital social ideas call me!
*these are ok in my opinion, just not every week (*cough* Sierra Snowboards)
basic concept: we hear and see a lot during the day, and a lot of it is muck. so, why not spread a little love among the muck?
because while it doesn’t always feel like it, but there’s always something to be thankful for. join in!
alright now this guy is brilliant!
the rest of the story…the crowd goes wild!
I would really like to make a complete transition from my macbook to an iPad. Especially after with the Mac App Store coming out. It feels like we’re getting closer. Need more control though, flash, file storage, programs…has anyone else found a crafty way to do it?
Commenters over at Geekologie caught it, and I noticed immediately too: No girls on the ultimate geek evolution flowchart? I guess geek girls don’t exist…just like we don’t sweat, we glow.
Flowtown is pretty awesome, hilarious and visually pleasing but…really? still? really?
I’m blowing the perpetuating-gender-roles whistle on YOU @flowtown!!!
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