The. Best. Order. Update. Ever.

Getting a “thank you” for a purchase is always nice. Scott at Blankbaby had a great buying experience with a premier Philadelphia clothing store recently. But when I saw this post on Mere Cat it just blew me away. What would it take to motivate your people to be that creative with a “thank you” note. I’m going to buy something from CD Baby just because of Tony’s story. Here’s a little taste of what they said:

I hope you had a wonderful time shopping at CD Baby. We sure did. Your picture is on our wall as “Customer of the Year.” We’re all exhausted but can’t wait for you to come back to CDBABY.COM!!

Read the whole thing on Mere Cat. It’s an excellent snapshot into real motivation.There’s employee engagement, the theory, and there’s employee engagement, the practice. I’d go with a little less talking about engagement and “discretionary effort” and a helluva lot more of the kind of creativity that CD Baby used. Wow.

NB: If I had a job in a big HR organization, I’d be thinking about forwarding that CD baby note to your chief customer officer and the heads of marketing and operations right away. The price of a dull thank you and a dazzling thank you is the same.

Posted on May 24, 2007 by Frank Roche
Filed Under Engagagement, Motivation