Marketers invest significant resources to concept, establish, build and measure the impact of the corporate brand. A competent and credible brand fosters connection and loyalty with customers, ultimately, translating into revenue and profit.
The foundation of brand is (and will always be) a sincere and innate desire to do right by people. This commitment is even more critical today because social media empowers citizen journalism and influence.
I’ve included below a recent post on Facebook from a person who is a customer of a Web vendor. I had a comparable experience with the Red Lobster restaurant chain, which I wrote about in this blog post.
Love your customers. The good ones will love you back.
Posted by a Chewy.com customer on Facebook
I received 60 pounds of dog food delivered to my door the day before my dog passed away. I emailed the company to let them know I needed to cancel my subscription because my dog passed away and I no longer had any animals in the household.
Later that day they responded to my email with a heart felt response. In that letter they told me they were going to credit the dog food they sent to me, they said they did not want it sent back to them, that I should donate it to a shelter in Jake’s name.
I was very impressed with this company. But it doesn’t end there. A few days later I came home from work and flowers were delivered to my home by the company sent to me again with condolences on the loss of my furry family member.
I cannot say enough fabulous things about this company. I am placing this on Facebook because I want as many people to know this is a company that you should use if you need dog food. It is nice to know companies truly care.
Thank you and a big shout out to CHEWY.COM