Over that past several months, I have made some purchases of drastically different products and both came with an amazing customer experience. The two purchases were a Coach wallet at the Forum Shop in Las Vegas and a 2005 Nissan Maxima from a Lexus Dealership in my area. The first post will be about the Coach wallet and a watch for a follow up post about the car.
Going to make both of these purchases I had a preconceived notion of how I would be treated at both stores. During my trip with the guys in Las Vegas, I decided it’d be nice to get something for my wife. I ended up at Coach and had a great experience with the saleswoman. I told her exactly what I was looking for, a simple black wallet, and she gave me some options and helped me check out and gift wrap it. She did this all without being pushy or trying to up sell me on extras. While this was a great shopping experience, it was became remarkable (i.e. Purple Cow) a few days after I got home. A few days later I received an envelope in the mail from Coach. To my surprise it was a HANDWRITTEN thank you note from my saleswoman (scanned image to come soon). I think my jaw hit the floor.
The experience was great, it left me wanting to tell all my friends and tell them about how great it is to be a Coach customer. Now that I’m a customer, they also send me "customer loyalty specials." It is amazing how something so simple has turned me into a repeat customer. Because of my experience, I found myself waiting in line during this holiday season to make another over-priced purchase for my wife. Between the experience and loyalty specials, I couldn’t resist the opportunity to try it again.
Nice job Coach! Keep up the great follow up, this is what great marketable customer service is all about.
