Empathy FTW

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:

dreamhost-priority

And they asked the customer’s expertise. Clever idea — this way they know how to frame the reply:

dreamhost-expertise

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!

One response to “Empathy FTW

  1. Pingback: Be the Customer | Moe Rubenzahl Marketing

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