See, Now That’s How You Do Business — @DigixGlobal @Trello
This is an example of my Trello board that I use to keep track of things for our flat.
Yes, that is the view from our flat, looking NNW. 🙂
If you look at my Twitter feed, it would appear that I complain a lot. I do. There’s a good reason for that – I expect things to work. (In the glorious agorist future, everything will work and work well. 😉 ) I believe that if you’ve put out a product, and it’s available for use, unless you’ve explicitly told me otherwise that it might not, that it should function the way it’s supposed to function, and be relatively easy to use an not confusing. Your user experience (something on which I’ve become very big lately) needs to be well thought out and allow for the end goals users want to accomplish.
Oftentimes, this is not the case.
Most companies are non-responsive, and that’s fine. That’s their right. It may lead to the loss of a customer (me) but it seems that many don’t care, or I’m in the 80% of customers they’d prefer not to spend time on. (That’s fine too.) There are exceptions, though, and they often go out of their way to support and enhance the customer experience. The famous ones are Nordstrom, Mercedes, and even “newer” companies like Amazon and Zappos. (Amazon bought Zappos of course.)
Lately, though, I’ve run into two exceptional ones. The first is Digix (digix.io). Sellers of gold-backed cryptocurrency (taking us into the glorious agorist future), they are in their beta phase. Therefore, and as one might even expect without knowing that, the system is likely to be fairly new, and therefore require some patience. I attempted five purchases; three were successful, and two were not. I contact them on their Slack channel, and they were really very helpful in tracking down the two transactions, and I was made whole. There weren’t any questions – they simply asked for the transaction IDs (something easy to do in the world of cryptocurrencies) and got everything fixed. (Generally, I’m having great experiences surrounding everything having to do with Ethereum, but this was particularly nice.)
The Mist Ethereum wallet showing my Digix holdings.
Numbers redacted for gold grams, addresses, and ETH, which would otherwise all be positive. 😉
Trello is an example of another fantastic service. Famous for their boards online – primarily for getting things done – they have a number of ways in which you can earn upgrades, most notably Trello Gold, which allows you full access to the site. I use Trello quite a bit these days, so I signed up. I also signed up my wife so that we could share boards, and so that she could track the status of things that she and I share in terms of the family and the flat.
At about $200 for a year for both of us, it wasn’t exactly inexpensive, but productivity software that actually makes you more productive and which might save you that amount over time is obviously well worth it. While I still use it, my wife hasn’t as much, and actually went inactive recently – defined by a period in which she did not use the service for two weeks.
Trello proactively credited my account for a prorated portion of the money I spent for her upgrade.
See, that’s how customer service should work.
To be frank, I don’t really care about the $82 or so that I was credited. The fact that they only want people to be paying for what they’re using – and take proactive steps to ensure that happens – is fantastic. It’s how things should work. They’ve made a customer for life essentially, which means that for $82, they’ll have a recurring revenue stream from me for pretty much as long as they exist. It’s a “win win” scenario, because even though the wife doesn’t use it as much anymore, they know that I still do, and they’re working hard to continue to make it worth my while. That’s not even accounting for the fact that they’re constantly improving the service, too, which just makes the whole proposition that much better.
This is a screenshot of the email received, with names redacted.