Nike just called me. Yes, Nike.
They called to confirm a recent online purchase and the experience was so positive that it made me think about what else Nike makes (everything) that I could use (a lot).
The entire experience from inbound call, voice mail, to the tone, personality and delivery from the person on the other coupled with the level of service they offered made me a customer for life (or at least for a long time).
As more and more products become commodities, is customer service the ‘secret sauce’ that will separate a company from the herd?