Over the past 2 months I have had some experiences dealing with some great companies and not so great companies as a consumer. In this blog I will only focus on the great companies. These 2 companies Blue Sky and Scosche are 2 smaller tech companies both dealing with audio. As having an alternative life after work I produce music and DJ so I'm really in tuned with the new Audio Technology coming out. So this past Saturday while recording my Blue Sky monitors totally blew. The first thing I did was email their customer support. Guess what???? They mailed me back within 30 minutes apologizing and explaining the problem. As mad as I was about my Studio Monitors blowing up, the tech support was able to calm me down and we are currently solving this problem.
The second company Scosche, I had an awesome experience with. My girlfriend and I bought 2 pairs of their headphones and within the month, both broke in the identical manner. This was just unacceptable, so I went to their tech support site to the instant chat. The support was great and he apologized. He said it was unacceptable as well and that he will replace the models. So I send it in and within a week, the support emailed me back saying that they will be upgrading the headphones to on of their top of the line models. I don't expect any company to upgrade a product, but just to replace a broken product. But the support these two companies given were enough for me to become an advocate of their brand.
CRM is the future of brand advocacy no matter what product you provide for your customers. These two companies showcased class and dignity for their brands and products that should be studied throughout every company.
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