It's Official - I Love Space NK apothecary

I didn't dislike Space NK to start with, but over the last 48 hours they have gone above and beyond my expectations after my gripe on Tuesday.

After that post was spotted by their CRM team I received an email apologising for me not getting my Birthday Gift as part of the their N.dulge Rewards Scheme. They then rang me to check my contact details and to explain what had possibly gone wrong and promised that my gift would be with me today, Thursday.

At that point I was happy. Not only was the issue going to be rectified, but someone had read my blog!

So imagine how much more happier I was when this morning rather than a Gift Voucher arriving for me to redeem in store, the ensemble pictured below arrived Special Delivery.

You sent it Special Delivery..Nice..The Handwritten Note...Great... The Goodies.. Fantastic!

Thank you Space NK

The result? A very happy customer, who

- has already been back to the site to look at some treats for the family birthdays coming up
- will show off to his wife about how her favourite store in Harrogate is looking after me
- is blogging about it
- has followed them on both Twitter  ( @iamgfc) and Facebook

The original post talked about how 40% of consumers give their loyalty because their issue is resolved in a way that exceeds expectations.

Count me in that segment ( as well as the segment that smells nice today)

N.dulge in a Conversation

N.dulge is the name of the Space NK rewards scheme.

For the unitiated Space NK is a retailer ( both off and online) who offer a carefully edited selection of high quality and original  beauty products from innovators and specialists around the world. They are a favourite of mine even though there isn't one near me.


This morning I bought a Tom Ford fragrance ( now you know what I smell like) from their Harrogate store and was tempted to sign up for N.dulge ( love the name by the way). 1 point for every £ spent and the promise of special privileges like exclusive invitations, new product previews and birthday treats.


I signed up at the till, no forms to fill out, the sales advisor entering my details directly into the POS system. I got my temporary card number with the promise of a card in the post. This was at 11-45am


Now of course with most of the schemes I sign up for that would be it until my card arrived . But no. Look what arrived in my inbox at exactly 11-45am

In this world of 'real time' CRM, Space NK had continued the conversation with me straight away by sending me a welcome email immediately encouraging me to go to the N.dulge website to complete my registration. They got the essentials from me in the store without wasting too much of my time using the email to try and get more information from me. Hats off to the CRM / Membership team.


Of course it's not perfect. They had not used my name which would have been a nice touch, and the whole email is an image so actually I didn't see any of this until I unblocked content. My details page online didn't know that I was male, but I think it's a good start. 


I'm looking forward to seeing what else I get my way an in particular if my offers and in particular my Birthday present is tailored to me being male.


By the way, the Tom Ford Grey Vetiver makes even me smell lovely