Early today morning, I received this mail from Barak Berkowitz, Chairman and CEO, Six Apart, Ltd, which left me completely thrilled. One as a practicing customer management professional, I saw a huge empathy in the mail and on the other hand, it is a lesson for marketers to learn and convert a disadvantage into a WOW! The other philosophy which I have always preached and believed in, was put into practice - on differentiating customers and giving them customized & relevant offers. Let me tell you how:
First, he apologized for service issues with Typepad. Then, he have me a automatic credit of 15 days. No questions asked. That's no surprise, you would say. But, read on for the killer idea that earned them my trust!
Since, the experience of their service issues would have been different for different users, he has allowed his customers to decide the compensation!
Here's the gist of his mail:
That said, we recognize that customers have had different experiences with the service, so we want to give you the opportunity to choose more, or even less compensation. If you click the link below, you'll get a screen that offers you the following choices:
While the performance issues caused me some inconvenience I mainly found the service acceptable last month.
Give me 15 free days of TypePad.The performance issues made it very difficult for me to use the service on multiple occasions during the month.
Give me 30 free days of TypePad.The performance issues affected me greatly, making my experience unacceptable for most of the month.
Give me 45 free days of TypePad.I really wasn't affected and feel I got the great service I paid for last month.
Thank you for the offer, but please don't credit my account.