In my last post, Customer Service: Emotions Matter, I reported on my experience at Microsoft’s store, where they spent the money on the service infrastructure but overlooked the free human touches.
I had a more positive example today. I had a technical issue with email, which is hosted by Dreamhost. Their support form has two questions I have not seen before. Perfect examples of customer-centric communications, they address customer concerns and do so in a humorous, friendly way.
Instead of asking the customer to define the priority of the request, they ask in this customer-centric way:
And they asked the customer’s expertise. Clever idea — this way they know how to frame the reply:
Pretty smart, huh!
As marketers, we should always be thinking about everything from the customer’s point of view. Dreamhost gets it, for the win!