A friend ordered a product online, using this vendor for the first time. Of course, he had to share his email as part of the transaction. Within minutes, he was bombarded with several emails from the company — well before he received his delivery or could determine if he wanted to order from them again.
He likened the experience to indigestion — the company was offering a 7-course meal when he just ate, rather than allowing time for him to digest the food properly. As a result, he was so disgusted that he vowed never to order from them again, even though they could have become his regular supplier.
Timing is an often-overlooked element of customer loyalty and service. It’s not enough to craft a good message — when you share that communication matters just as much. Keep the meal analogy in mind and offer appetizers before you ask your customers to feast on the whole meal.
Thanks Curt!
