This is brilliant – what company could convince Raissa that they ‘know’ her dog? Phoenix Bark could and this is Raissa’s story!
“I was browsing online for dog food for my dog. I wanted something that would provide regular deliveries and I would not need to keep reordering every month nor would I need to go to the store every single time that I was out of food.
I came across a couple of companies that do this service. All the companies would charge delivery and charge for a portion of the food (to try out). I ended up registering myself with some companies but I didn’t want to pay for a food sample and neither for delivery as I didn’t know if my dog would like the food.
Only one company contacted me back, asked if they could add me on their whatsapp, asked me for some details, such as my dog’s name, weight, favourite flavours, etc.
After a week I got a delivery from this same company for free, the food came wrapped individually with my name, my dog’s name and descriptions. It was a lovely surprise. The attendant then texted me after a couple days to see how I was doing and asked if my dog liked the food. She was extremely nice.
I absolutely loved the service and the gesture. It was something very personalised and made me feel unique. I now subscribed for regular deliveries with them.”
A great story of the power of personalisation – the company is called Phoenix Bark (hilarious as we have a famous park here in the centre of Dublin called Phoenix Park!) and their website address is here.
At a meeting recently we thought it would be a great idea to ask colleagues to tell us a story from a recent experience and in their own words that really reflects one of the emotional drivers in our CX Academy Framework. Laura chose ‘You Know Me’ and this is her story.
“The hardest part of the pandemic for me is missing out on celebrating life’s milestones with loved ones. Although we currently don’t get to relish the moments in person, I want to ensure that I mark the occasion with a token, whatever that may be.
Having exhausted sending flowers and meal kits, I really wanted to do something special for my friend’s 30th.
Chupi, a luxury Irish jewellery brand seemed like a fantastic alternative. I booked a virtual appointment with one of the staff who was able to assist me in every part of the decision-making journey. They asked for photos of my friend, analysed her hair, eye colour and interests. They really took the time to get to know her so they could advise on the jewellery that would best suit her personality and style.
I decided to go with a ring that had her birthstone, but I wasn’t sure of her ring size, they sent her out a free ring sizer free of charge so that it would be the perfect fit.
Chupi took the time to listen and really get to know my friend so that they could make compelling recommendations that will keep me and everyone I recommended to them coming back. This is a great example how personalisation can gain a customer for life!”
The ‘You Know Me’ emotional driver is all about treating me as an individual and understanding my needs. It is the most impactful of all the emotional drivers.
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