I really like the way Virgin communicates to customers. They always use plain English, and most importantly, they make every contact feel as a bit of fun. I was having a problem with my internet modem, and received a new one by post. The letter that came with the new modem said:
“We’re are sorry you had problems with you modem; this little box of goodies will help!
… All you need to to now is follow the instruction below…
Ok, here it goes:
…Replace you new modem, using the spanner. It’s there to help unscrew and screw the white cable without too much elbow grease!
Virgin also has a great attention for details. When my broadband pack first arrived, I got this massive box containing all the equipment I needed. To be honest, opening the box and setting my new broadband up was quite exciting (I have to confess, I was feeling like a kid opening a Christmas gift). And then I noticed the ‘caution’ label on the box, which added a bit of fun to whole experience.
Sometimes, small details make a big difference. Next time you have to design something, or get in touch with a customer, try to make it a bit fun. It won’t add anything to your costs, and it surely will have a great impact on your customer’s experience.
