By Nate | August 3, 2011
“Keeping Customers Happy and Loyal” is the motto of Maeve Naughton’s blog, Customer Reference Programs, and she writes it as a growing resource for other customer reference professionals. These are the people whose job it is to make sure a business that wants to provide a good or service to another business get the customer success stories it needs to show that it does a good job.
The reason we’re featuring Maeve in this latest edition of Be Bear is that she herself just became an unsolicited customer success story…for us. In her July 21 post, Maeve describes how she recently purchased a bear from our web site for a friend’s daughter who was in the hospital. And then, good news! The friend’s daughter was discharged. But whoops, the Bear was still going to be delivered to the hospital.
Maeve called our Customer Service team at 1-800-988-8277 and spoke with one of our Bear Counselors. As she writes:
To my surprise, I spoke with a very friendly customer service representative. Yeah, that’s right. 1) I spoke to someone rather than being stuck in 20 minutes of a computerized voice telling me to push #1 for this and #2 for that and 2) I spoke with a super friendly young lady. Double shocker!
Maeve then goes on to comment about the email we send to advise a customer that her Bear has started the journey to his new home:
I’m not the type of person to say “how cute!” or “how adorable” when it’s not meant, but I couldn’t help to tell a co-worker about this email! …They made it personal and I loved it! My bear was going to arrive safely and believe it or not, they made me care about that!
Kudos to all of you at the Vermont Bear Company. I love your bears and truly appreciate the customer communication – both via email and on the phone.
What can we say? Maeve, thanks so much FUR all the kind words and FUR letting one of our Bears be a get well gift and a part of your friend’s daughter’s recuperation. We PAWSitively appreciate that you took the time to share your story on your blog, and we’re BEARy grateful for the opportunity to serve another “happy and loyal” customer!
(And for a quick primer on what Maeve does, see the Wikipedia article about customer reference programs or just check out Maeve’s blog.)