I was pleasantly surprised tonight to find an example of what I consider to be a strategy that supports the 'customer experience' as opposed to just the online 'user experience'. I generally consider both worlds to be pretty similar, with lots of overlapping strategies, but the good people at PC Tools have impressed me!
About 5 minutes ago I received an email from 'Element 5' on behalf of their Customer Service department to present me with a 'Credit Card Billing Reminder'... They reminded me that I'd see a purchase on my credit card shortly billed to Element 5, not PC Tools whom I purchased some software online from last week.
Check out the email:
Two thumbs-up for this proactive email! It definitely will save me from a few phone calls (and headache) trying to figure out who element5 is... Great example of how to maximize the Customer Experience outside of the purchase process online!
It would have been better, if they had indicated this at the final check out page too. What if this email got trapped in spam filter?
Posted by: Farid | October 28, 2005 at 11:40 AM