CEM - The "Thank You" Note - Priceless Goodwill After The Sale

Note: An irrelevant picture is embedded (right under this Note) prior to the posting of this article. It is wholly unrelated to the subject matter which follows. No explanation is offered. The article was originally published by Douglas Castle, Chairman and CEO of TNNWC Group, LLC, in his self-serving blog (which is a DSM IV study in conceit, self-indulgence and narcissism) Daily Burst Of Brilliance .001.

Article Title: CEM - The "Thank You" Note - Priceless Goodwill After The Sale.


Subject Highlight: Customer Experience Management (CEM)

Dear Friends, et. al.:

I recently purchased a CD boxed set collection of the "Greatest Songs Of The 70s," from TIME LIFE. Yep. I had stayed up too late, and an infomercial had caught me in a nostalgic mood.

I had some second thoughts after I'd made my purchase, but there was the comfort of a 'full refund satisfaction guarantee'. So I waited. And I was more than a bit nervous about whether I had just acted too impulsively.

The collection of music CDs proved wonderful (although I still feel bile rising up in my throat when I hear Terry Jacks singing "We had joy/ We had Fun/ We had seasons in the sun" - they should have left that one out of the set).

Today, I checked my inbox (after I had checked my spam box, which is where my most interesting inbound correspondence seems to go), and found the following letter from Time Life. It solidified the whole transaction for me, made me feel like a "gentleman of good taste," instead of some imbecilic insomniac who had gotten snookered into buying a cheap "Slap Chop" device. The thank you note made me feel appreciated, cared for and unforgotten. It added an element of continuous customer care to my customer experience.

I am not only satisfied with my purchase (except for the Terry Jacks song), but I am satisfied with my customer experience. They have not only sold me a product -- they now have a relationship with a customer who may very well make future purchases. Thank You Notes - an integral part of the aftersale which contributes to smart Customer Experience Management. The letter follows.

Note: If the letter is cut off in part by your browser, try using a lower magnification settting on your browser, and squinting a bit more. I apologize for this inconvenience, but the original letter was quite large (very wide, from side-to-side), and I posted it without the use of current scalable technology. I used blunt scissors, Scotch tape and Elmer's glue.

Faithfully,

Douglas Castle

	Thank You!
		We want to take a moment to express our appreciation for your business. We are continually moved by your passion and inspired by your feedback. Recent posts on our Facebook wall include, "Keep bringing the good music, the collections are amazing." Another customer voiced gratitude "for putting this [compilation] together" as a separate enthusiast simply put, "You are awesome." Now it’s our turn to say thank you! We see your enthusiasm and support as our encouragement to produce the best. We are thrilled to bring you music and video entertainment that will be cherished for years to come. So, thanks for your loyalty and giving us the continual challenge to deliver excellence. You never fail to motivate us. Sincerely, All of Us at Time Life

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Douglas Castle - THE DAILY BURST OF BRILLIANCE .001™ http://aboutDouglasCastle.blogspot.com



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