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)

Reasons to be at the Next Fusion Marketing Experience

Sign up at www.fusionmarketingexperience.com

#fusionmex

First Impressions Gain Loyalty and Trust

I've argued in previous posts that Trust is a key factor when trying to convince an audience to read your content or buy your products and services - See the A-Z of eCRM A is for Ancient Greeks . No real surprise there.
I've also suggested that first impressions do count. Whether that be the content of your subject line or the landing page you direct people to - See the A-Z of eCRM G is for Gladwell.

And now a new report from ClickFox has suggested that indeed lasting first impressions are key to gaining loyalty and trust. 48% of customers indicated that the most critical time for a company to gain their loyalty is when they make their first purchase or begin service.

As you can see from the chart, 40% become loyal when problems are resolved in a way that exceeds expectations.

Only 1% of the customers indicated that a good time would be at the point where they are considering switching to a competitor. I would argue that also applies to win-back campaigns that target customers when they have not shopped with you a while. I regularly make use of those 'missing you' communications that include a tasty 20% off. Its not making me loyal. It's just buying my attention for a while.

But lets not assume that once you've made a good impression a Brand can take a foot off the pedal. I mentioned a while back about a great first impression that Space NK made with me when I signed up for their NDulge Rewards Program. Sign up was easy and I received my welcome email as I walked out of the store. I have to say however that since then I've been very disappointed. I didn't get my promised Birthday treat, and the email content has been geared towards my initial purchase - a gift for my fiancee - and not based on me - a man!

So although I do agree that first impressions do count, I would argue that every touch-point impression is an opportunity to to exceed expectations. But also an opportunity to slowly erode the trust and good will you originally gained.

ClickFox 2012 Brand Loyalty Survey available here (registration required)

Marketing Gnu or Marketing Guru? - I Sat the Test.

eCRM Muppets

Assuming that the target market was milk purchasers with children in the family that love the Muppets then the latest packaging promotion / eCRM program by Arla for Cravendale milk certainly hit the mark with us.

The promotion that ties in with the recent Disney release of the Muppets Movie, encourages you to collect 20 unique codes and get an 'awesome' ( a little too American?) Kermit backpack as well as enjoying Muppet games and content at Cravendale's milkmatters website .

Of course the website they direct you to via the packaging is milkmatters.co.uk/muppets. But as the promotion has ended as I write this, there is a holding page with some contact details.

 One negative comment to make is that when I actually entered all my codes in ..yes 20..and we now have 12 litres of milk in the fridge!..the copy suggested that I could still collect and claim as long as I saw the special labels in store. Well this morning they were still visible in my local supermarket but the holding page suggests the promotion is over.

But I digress.

I am actually writing in praise of this program despite a few niggles ( although so far as I am yet to receive any follow up communications or indeed my Kermit backpack - do I really need to wait up to 28 days??) .

To start its a a simple mechanic, and I'll assume that the number of codes I need to collect is not just a random number but some how ties in with the business/marketing objectives for the programme - is Cravendale trying  to increase usage?..gain new customers?..increase web traffic?..boost Facebook likes?..

Even if you don't go straight to the muppets page, milkmatters.co.uk offers an option as to whether you want to go to the main website or the promotion ( compare with comparethemarket vs comparethemeerkat) .











Voucher entry is relatively simple ( as long as you can read the code printed on the inside of the label)and in fact you are given a bonus code if you share the promotion on your Facebook page..nice little exchange going on there

As your code is validated,  a new character enters the gallery and after every 5 codes, you unlock a surprise and delight element to keep you excited about the next 5

This is shown both on screen 

and via an email, ensuring I get the reminder next time I go to my inbox






Once I've created my Gonzo toy out of the pdf and a bottle, I'll be sure to share with you.

One more niggle. There is a help section ( great!), but when I emailed saying that 2 of my codes were un readable and hence could not be entered, I didn't get a reply. I know it was Friday afternoon and the promotion ended the next day..but if you're going to offer to help then do!

I was congratulated on collecting my 20 codes




..and the data collections wasn't too much, just enough to get me my backpack and an opportunity to receive Disney emails..not Arla which was surprising. Makes you wonder who had the real clout in pulling together the promotion?

And of course this was confirmed via email.

So I guess I can now sit back and wait for my Disney emails and my lovely Kermit backpack.

Of course while enjoying the odd game at milkmatters, and enjoying the Muppet Movie.

ps..x3

1. why are emails not optimised for image blocking?
2. the confirmation email actually has no links what so ever to get me back to your website? Do you not want me back now that I've bought all that milk?
3. why no Twitter ?. 

....someone else has even hijacked the promo to sell voucher codes using Twitter and eBay!