By Debbie Hauss, Editor-In-Chief
I believe consumers spend a lot more time and energy sharing their negative experiences, rather than their positive ones, although social media certainly has inspired more real-time positive feedback.
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Nevertheless, as a retail editor and consumer, I feel compelled to call out great customer experiences when they happen to me personally. So here is my most recent one:
Earlier this year I purchased a Gilt package from a company called Wine Awesomeness (love the name!). My purchase included a company-chosen selection of three wines per month for three months. I received the first two on schedule, but didn’t receive the third shipment. I notified the company and they sent out the third shipment right away. But a few days later I received a second package containing the third shipment items. I just thought it was my lucky day.
But the next month I received another shipment from Wine Awesomeness, so I wondered if they were just sending me free wine (not likely, right?) or if I inadvertently got signed up for a monthly plan (more likely). The latter turned out to be the case, I discovered on my American Express bill.
I emailed Wine Awesomeness and they immediately reimbursed me and apologized for the mix-up. Because of that quick and positive response, I will definitely shop with Wine Awesomeness again. If they had given me one second of a hard time about the reimbursement, I would have immediately written them off.
Cheers to Wine Awesomeness!
Retail TouchPoints also periodically applauds retailers for their impressive efforts to improve the customer experience in an increasingly challenging retail environment. Most recently, we released the Store Operations Superstar Awards, honoring 14 retail leaders for their successful efforts. Read about their success stories here.
Want to share your positive retail experiences? Go on to the comments section or connect with Debbie on Twitter using the handle @DHauss!
