We all do enough griping about terrible companies with terrible customer service, but what about the ones that get it right? Being in Marketing, I'm really anal about "brand guidelines" and the "customer experience." I have plenty of "good customer experience" stories, but there are two that most recently stick out in my mind. Spoiler Steam Whistle Brewing Company About a year ago, I fell in love with this beer. Their Marketing plan is awesome. Their slogan is, "Do one thing really, really well." A few months after falling in love with the beer, I picked up at 12 pack at the Beer Store and thought for a hot second that it felt a little light. I let the thought pass, purchased the suitcase, and headed home to put the beer into the beer fridge. I pulled out one of the bottles and after realizing that it was completely empty, also noticed it was missing it's entire bottom. I looked at the box, puzzled that I wouldn't have noticed the damage - but the fucked up part was that the box was fine, the rest of the beer was fine, and the missing bottom wasn't even in the bottom of the 12 pack. Obviously it happened in production somewhere. I sent an e-mail to the Production Manager saying something like, "Hey, I love your beer, but Lot #XX might have been a bad batch because <insert above explanation here>." The next day I had a response that said something like, "Hey, we're glad you love our beer. Thanks for taking the time to e-mail us. Can you give me a few more details printed on the outside of the box? And can you also give me your address so we can send you vouchers for some free beer." A few days later I had vouchers for two free 12 packs, and I was a happy camper. My favorite beer company provided fantastic fucking service - and here I am telling The Internet, after having told the story to a few friends. Turns out good service and free beer exist! Amazon.com (Kindle Store) My husband and I did a long song and dance about which e-readers we wanted to invest in, before actually "taking the plunge." We finally settled on Kindles, which weren't actually available in Canada at the time. We paid for two Kindles, two leather cases, and some seriously hefty international shipping charges. Why? Because my best friend bought the original Kindle and raved about the service. She had three Kindles completely shit the bed on her, and three times Amazon replaced it for her. The fourth time, they told her they thought the problem was probably that the case she'd purchased was causing it to over-heat. So what'd they do? They replaced the Kindle a fourth time, and sent her a $50 credit so she could buy herself a new case. Husband and I have had our Kindles for a few months now, and are totally in love with them. Easy to read, light, compact and a battery life that I've never experienced. In those few months, I've "sold" at least ten (probably more) other people on the magic of the Kindle. We're always trying to preach to our sales reps that every interaction at every touch point is an opportunity to strengthen or dilute your brand experience. Unfortunately, most companies don't seem to give a shit. It's Marketing basics, and it's so, so simple - yet so many people just don't get it. News of good service travels and if you do things properly, eventually your loyal customers will do a lot of the "selling" dirty work for you. Focus: Who have you had top notch service with? Who do you brag about when it comes to the customer experience? Which company just fucking gets it?