Everyone's Favorite Customer Love Topic, DELTA

A few years ago, I missed my cousin's wedding at home in Buffalo. On account of "weather." The frustrating thing is that other airlines' planes were taking off, and it seemed it was only Delta with planes stuck on the ground. To add insult to injury, my flight back to NYC was also canceled. I remember my parents saying, "my children are never coming home again."

Here is my empassioned letter to Delta (in retrospect, perhaps it was overly-dramatic):

Their response: A $100.00 voucher towards my next delightful flight with them. I think it was the best they could do. Refunding my flight would have been great, but I didn't even tell them the cost.

All in all, a good customer retention policy, even if I'm not overly-enthusiastic about them. (However I do appreciate their recent site re-design, and they have good in-flight entertainment sometimes, and they also did that fun gourmet menu. Baby steps!)

Anthropologie: Close to my heart

For a very brief stint two summers ago, I worked at Anthropologie while still keeping my job at Ogilvy. I loved it. I have to say that one of my favorite parts was learning about their return policy. Which they proudly state is "for life." That's right, ladies and gents, lifetime return policy! Enough said.

The Liberty Hotel--my saviors!

Champagne upon arrival.

A beautiful adaptive re-use project of an old prison (!)

A separate bathtub and shower.

And barring all the details of a freak hospital visit, they orchestrated a 911 call, a stretcher, multiple elevator shut downs and a secret route out of the hotel, all without any other guests noticing. Customer love to die for!! (I was fine, just threw my back out and couldn't move).

The Frye Boot Company: A Big Boo & a Little Yay

THE BAD: I ordered a pair of boots from Frye directly from their website and quickly noticed a discrepancy in the way the colors were listed on different sites. Being a super consumer, I sent them an email inquiring about it. I then had a painful 4 emails-later-long conversation with their customer love department during which they INSISTED that their colors were correct until, finally, I got the email from them that I've posted above, finally admitting their mistake (this woman was adamant she was right, for 2 emails, which I am saving you the hassle of reading). Afterwards, all I wanted from them was a little retribution. A little acknowledgment. And, yes, perhaps a pair of boots on the house for pointing out what was sure to become a customer love nightmare for them. But I got nothing. Imagine how loyal and happy it would've made me. A shoe shine! A fake email from the COO! Anything! But they were pleased as punch I did their job for them and never really thanked me. And it was strenuous.

THE GOOD: When a strap fell off of said boots after so many loving wears, they speedily sent me a couple of replacements for free. Saving me the hassle and huge cost of going to a customized leather guy. So, thanks, but I'm still waiting for my free pair.

Liz Claiborne Loves ME

I bought a leather Liz Claiborne bag (what 25-year-old buys Liz Claiborne you ask? It was a cool bag, trust). The strap broke. I inadvertently brought it to a super-expensive Upper East Side leather repair shop. And Liz Claiborne reimbursed me!, and sent me a personalized letter from their customer love department! All $70.44! I didn't even have to submit my full receipt to them...they just trusted me. It was like corresponding with an unconditionally loving grandmother. How lovely. Other companies should weep at Liz Claiborne's customer love department:

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