SalesEdge - Delighting

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This document contains 5 stories that illustrate ways companies can delight customers. The stories include: 1) Zappos providing free shipping for a customer who couldn't return shoes due to a family death. 2) Zappos covering tolls on a highway during Thanksgiving. 3) Zappos locating and delivering shoes to a traveler whose favorite pair was out of stock. 4) A auto repair shop sending a handwritten thank you letter that generated positive reviews. 5) A hotel staff creating photos of a toy left behind by a guest continuing its "vacation" to comfort the guest's child.

Services Business

DELIGHTING
5 Inspiring Customer Success Stories
Curated by Infinit-O and HelpScout
2014 Curated by MindTickle - All rights reserved. - Photo by Martin Hricko

1
Be empathetic to life
outside of business
2014 Curated by MindTickle - All rights reserved. - Photo by Ricardo Liberato

Story
Zar Lamarr needed to return some shoes to Zappos, but
her mother had just passed away. She had no time while
she was coping.
Zappos took care of the shipping and had a courier pick
up the shoes for her at no additional cost.
2014 Curated by MindTickle - All rights reserved. - Photo by Ricardo Liberato

2
Spread positive energy
2014 Curated by MindTickle - All rights reserved. - Photo by State Library of New South Wales

Story
During the Thanksgiving holidays in November of 2011,
Zappos teamed up with the Massachusetts Department
of Transportation to cover the tolls on a particular
section of the road.
2014 Curated by MindTickle - All rights reserved. - Photo by State Library of New South Wales

3
Help a customer in need
2014 Curated by MindTickle - All rights reserved. - Photo by Zuzeu

Story
A traveler forgot her favorite pair of shoes. Zappos no
longer had the shoes on their website. The team located
the shoes at a nearby mall, went there, purchased the
shoes, and then hand-delivered them to the traveler’s
hotel.
All at no charge.
2014 Curated by MindTickle - All rights reserved. - Photo by Zuzeu

4
Focus on the small things too.
They can have a huge impact.
2014 Curated by MindTickle - All rights reserved. - Photo by insEyedOut

Story
After a customer had their car ﬁxed at Jim Shuky’s Auto Repair Shop, they
received a hand-written letter. The letter was posted on Reddit...
Random commenters pointed out that they knew exactly which business it
was, and praise poured in from non-customers too.
Now that’s customer delight!
2014 Curated by MindTickle - All rights reserved. - Photo by insEyedOut

5
Don’t be afraid to be creative in
your customer solutions
2014 Curated by MindTickle - All rights reserved. - Photo by Ed McGowan

Story
When Ritz Carlton guest, Chris Hurn, checked out of the
hotel on Amelia Island, he didn’t realize that he had left
his son’s favorite toy, “Joshie” the giraﬀe in their hotel
room.
2014 Curated by MindTickle - All rights reserved. - Photo by Ed McGowan

continued...
His son was very upset, so to make him feel better Chris
told him that Joshie was staying a few extra days on
vacation. He called the hotel and explained the situation
and the story he had told his son.
2014 Curated by MindTickle - All rights reserved. - Photo by Ed McGowan

continued...
Incredibly, the hotel staﬀ created a series of photographs
that included all of the activities Joshie had been
experiencing during his “extended vacation.”
2014 Curated by MindTickle - All rights reserved. - Photo by Ed McGowan

continued...
The staﬀ then sent Hurn and his son an album of all of
the pictures of Joshie placed around the property,
showing the good time he had been having.
2014 Curated by MindTickle - All rights reserved. - Photo by Ed McGowan

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3. Story Zar Lamarr needed to return some shoes to Zappos, but her mother had just passed away. She had no time while she was coping. Zappos took care of the shipping and had a courier pick up the shoes for her at no additional cost. 2014 Curated by MindTickle - All rights reserved. - Photo by Ricardo Liberato

5. Story During the Thanksgiving holidays in November of 2011, Zappos teamed up with the Massachusetts Department of Transportation to cover the tolls on a particular section of the road. 2014 Curated by MindTickle - All rights reserved. - Photo by State Library of New South Wales

7. Story A traveler forgot her favorite pair of shoes. Zappos no longer had the shoes on their website. The team located the shoes at a nearby mall, went there, purchased the shoes, and then hand-delivered them to the traveler’s hotel. All at no charge. 2014 Curated by MindTickle - All rights reserved. - Photo by Zuzeu

9. Story After a customer had their car ﬁxed at Jim Shuky’s Auto Repair Shop, they received a hand-written letter. The letter was posted on Reddit... Random commenters pointed out that they knew exactly which business it was, and praise poured in from non-customers too. Now that’s customer delight! 2014 Curated by MindTickle - All rights reserved. - Photo by insEyedOut

11. Story When Ritz Carlton guest, Chris Hurn, checked out of the hotel on Amelia Island, he didn’t realize that he had left his son’s favorite toy, “Joshie” the giraﬀe in their hotel room. 2014 Curated by MindTickle - All rights reserved. - Photo by Ed McGowan

12. continued... His son was very upset, so to make him feel better Chris told him that Joshie was staying a few extra days on vacation. He called the hotel and explained the situation and the story he had told his son. 2014 Curated by MindTickle - All rights reserved. - Photo by Ed McGowan

13. continued... Incredibly, the hotel staﬀ created a series of photographs that included all of the activities Joshie had been experiencing during his “extended vacation.” 2014 Curated by MindTickle - All rights reserved. - Photo by Ed McGowan

14. continued... The staﬀ then sent Hurn and his son an album of all of the pictures of Joshie placed around the property, showing the good time he had been having. 2014 Curated by MindTickle - All rights reserved. - Photo by Ed McGowan

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