I got this email this morning–relating to a pair of shoes I ordered last night from one of my favorite sites, Zappos. As some of you know, I hate to shop in stores, and buy nearly everything online.
Good news! Although you originally ordered Standard (4 to 5 business days) shipping and handling, we have given your order special priority processing in our warehouse and are upgrading the shipping and delivery time frame for your order. Your order will ship out today and be given a special priority shipping status so that you can receive your order even faster than we originally promised!
Please note that this is being done at no additional cost to you. It is simply our way of saying thank you for being our customer.
It totally made my morning–a little "good news" before breakfast! Why can't every company do this? They could, I think, if they focused a little more on the customer point of view. In this case, I would bet that Zappos didn't proactively upgrade my shippng–but rather found that the shoes I bought for Bob were in stock and easy to get out earlier than "usual". The unique thing they did was to point out that I am getting better service than I signed up for. They showed me the value I'm getting from them–and that makes me feel great!
Do your customers know how you are overdelivering for them?
