Thoughts for Gary Vaynerchuk
I was inspired to actually lay’em on the table, so to speak and record my first-ever video response. Usually, I observe and occasionally comment on stories I find worthwhile. This time, Gary Vaynerchuk’s latest video stuck in my head somewhere between acceptance and rejection.
I’ve been riding this Utopian wave ever since SXSW and I really don’t know where it’s going to lead. I even sorted out setting up this blog as a means to babble. So far, it’s been a blast and I have to give props to Gary Vaynerchuk for being partly responsible. Dude, your passion and style are inspiring. Keep it up.
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Brian, my bagman
L1010711Originally uploaded by let5ch
So, what can I say? This was quite the customer experience. If you MOO cards to hand out in addition to my business cards. I wanted to have something with a bit of my social networking contacts to go beyond my mobile and my email.
Anyway, as I sat in my first session on Saturday morning, my phone vibrated (did I say I wanted different points of contact yet?) with a call from Brian Murphy, VP of operations at MOO. I met him after my session as well as MOO’s founder, Richard Moross and MOO’s VP of Sales and Mktg, Lisa Rodwell; extremely great people all around. We traded MOO cards, chatted a bit and then went on our ways only to meet up again at the People Powered Party of which MOO was a co-sponsor. At the party, I got a nifty MOO card holder as did Karen and Pete.
Talking with Brian at the party, we got into customer experience and he referenced Seth Godin quite a bit and how it’s helped shape their company philosophy. A key directive is to always make the customer feel smarter than they are. Not that the customer is dumb, but there’s a boost of empowerment you feel when using the MOO site.
All in all, a customer experience worth talking about. I think they’ve earned a customer for life.
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A word about MOO and customer service
Yeah, yeah, the customer is always right. The customer is king. But who really goes to lengths to walk that talk? Well, so far, MOO, that’s who.
I ordered a set of MOO cards to take with me down to the SXSWi festival. I’m thinking of them as my secondary “social” card to accompany the Hamilton Partners business card. It’s going to include my Pownce account, Twitter account as well as 2 IM accounts.
The order was placed on the 23rd of February and according to an email I received, it “dispatched” on the 26th. When I never received an email with a DHL tracking code, I contacted MOO to ask about my cards. After the requisite auto-email back to me, the next day I get a personal email from a customer service rep. He explained that unfortunately the cards were sent standard shipping but I could get another set expressed to me at no charge.
All well and good but the problem was I’d be in Austin by the time of arrival. No worries, they could instead send them to my hotel. BUT even better, MOO’s Operations Manager just so happens to be attending SXSW so I’ll be getting my cards personally delivered. Now that’s service. Assuming the quality is up to snuff, MOO has a lifelong advocate.
I’ll try to save some cards to show’em off when I return.
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